Designation- IT Service Desk Lead

Exp- 6 to 10 relevant experience

Work from office

Shift timing: 6:00 AM IST to 3:00 PM IST with occasional on call 24/7 support

Location: Commerzone IT Park, Yerwada, Pune

Language: Proficient in English & (Read + Write + Speak)

:

We are seeking an experienced and dedicated Service Desk Support Engineer to join our team. This role involves providing high-quality technical support to end users and the SD L1 team through various communication channels, including phone, email, chat, and web.

Key Responsibilities:

1. Provide L1 and L2 Support:
- Respond to support queries via phone, email, chat, and web from end users or SD L1 team members.
- Resolve issues efficiently, ensuring minimal downtime for users.

- Customer Service Excellence:

- Maintain a high degree of customer service for all support queries.
- Adhere to service management principles, ensuring prompt and accurate responses to user inquiries.

- Ownership of User Issues:

- Take ownership of user problems and proactively address issues.
- Follow up on unresolved issues to ensure customer satisfaction.

- Call-Backs & Requests:

- Perform call-backs for customer cases where they are unreachable and for any customer requests.
- Proactively manage user expectations and timelines.

- Trend Identification & Reporting:

- Identify trends in calls and tickets and highlight them to Team Leads (TL) or Service Leads (SL) for confirmation of outages or escalations.

- Ticket Management:

- Create child tickets and associate them with problem tickets for tracking.
- Ensure proper categorization and priority for each ticket.

- Resolution Confirmation:

- Call back the user to confirm resolution when applicable,



ensuring the user’s issue has been fully addressed.

- Troubleshooting:

- Troubleshoot a variety of technical issues, including but not limited to:
- Outlook email issues, MS Office Suite, WebEx, Cisco AnyConnect VPN, browsers (Chrome, Safari, IE, Firefox), and other software applications as defined in the scope document and Statement of Work (SOW).
- Active Directory, O365, VPN, Skype, Printer issues, etc.

- Remote Support:

- Provide remote assistance for handling emails and service requests using remote support tools.

- L1 and L2 Technical Support:

- Assist with resolving technical issues that fall outside the scope of L1 support or those requiring further escalation to L2.

- Team Collaboration & Knowledge Sharing:

- Participate in team discussions regarding technical and process updates.
- Contribute to training sessions, ensuring teams are up-to-date on technical and process knowledge.

- Helpdesk Experience (Preferred):

- Previous experience in a helpdesk or voice support environment is preferred.
- Excellent telephone manner and customer service skills.

- Use of Call Logging Software:

- Experience in using call logging software, such as ServiceNow, to log, track, and close tickets efficiently.

- Operating System and Software Knowledge:





- Strong understanding of Windows 10 and higher operating systems.
- Knowledge of macOS is a plus.

- Software and Hardware Configuration/Support:

- Assist in configuring and troubleshooting both software and hardware issues, ensuring users are supported effectively.

- ServiceNow Experience:

- Experience working with ServiceNow or other ticketing systems to log, track, and manage tickets.

- Willingness to Work in a 24/7 Support Environment:

- Willingness to work in a dynamic, 24x7 support environment, including weekends and holidays, ensuring coverage at all times.

Key Skills:

- Troubleshooting: Advanced troubleshooting skills for a wide variety of technical issues (e.g., O365, VPN, Skype, Active Directory).
- Customer Service: Strong customer service skills, with the ability to handle calls professionally and effectively.
- Technical Support: Proven experience in providing both L1 and L2 support, with expertise in IT environments and tools.
- Operating Systems & Software: Proficient in Windows OS (Windows 10 and above) and macOS (preferred but not essential).
- ServiceNow: Experience in using ServiceNow or similar ticket management systems to track and close issues efficiently.
- Communication Skills: Excellent communication skills, both verbal and written, with the ability to explain technical issues to non-technical users.

Qualifications:

- Previous experience in a helpdesk or voice support environment is preferred.
- Strong technical troubleshooting skills.
- Ability to work independently and in a team workplace.
- Willingness to work flexible hours, including weekends and holidays, in a 24/7 support setting.

📌 IT Service Desk Lead (Pune)
🏢 NCSi
📍 Pune