Job Description

Job Title: L1 SD Engineers

Base Location: Noida

Experience: 1–3Years

Shift Timing: 24x7 Rotational (based on project needs)

Prerequisite: Strong hands-on IT support and troubleshooting capabilities

Range of Year Experience - Min Year: 1

Range of Year Experience - Max Year: 3 years

Relevant Experience: Minimum 1 year in End User or Desktop Support

Position Summary

The Service Desk Engineer serves as the primary point of contact for employees seeking technical support and service assistance. This is a call-taking role, with the majority of daily responsibilities focused on handling inbound calls, resolving employee issues, and delivering an exceptional customer experience.

The successful candidate will provide first-level support for incidents, service requests, account access issues, and general technology inquiries while adhering to service level agreements (SLAs) and quality standards. This role requires strong communication skills, active listening, problem-solving abilities, and experience working in a fast-paced service desk, call center,



or support center environment.

Key Responsibilities

Customer Support & Call Handling

• Serve as the first point of contact for employees contacting the Service Desk.
• Handle inbound calls as the primary support channel.
• Deliver professional, courteous, and effective customer service during every interaction.
• Utilize active listening skills to understand customer concerns and accurately diagnose issues.
• Provide first-contact resolution whenever possible.
• Maintain a positive and customer-focused attitude while managing consecutive calls throughout the workday.

Incident & Request Management

• Log, categorize, prioritize, and manage incidents and service requests through the ticketing system.
• Troubleshoot and resolve Level 1 support issues related to hardware, software, email, collaboration tools, VPN connectivity, password resets, and account access.
• Escalate complex issues to appropria

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