Please apply only if you are an immediate joiner or can join within 10 days of offer release. Candidates with a notice period longer than 10 days will not be considered. Only candidates based in Hyderabad will be considered for this role. Title: Service Desk / IT Support Engineer Department: IT Support / Customer Support

Location:
Hyderabad

Experience:
1 Years
- 5 Years Work mode: In office only (no remote or hybrid option) Employment type: Full-time, rotational 24/7 shifts Role Summary We are looking for a Service Desk Agent to be the first point of contact for our customers and employees. You will log, triage, and resolve incoming requests across multiple support channels, ensuring every user receives fast, accurate, and courteous help. This is a fully office-based role, and because our service runs around the clock, it involves rotational shifts covering days, evenings, nights, weekends, and public holidays.

Key Responsibilities
• Handle incoming incidents, service requests, and queries via phone, email, live chat, self-service portal, social media, and messaging channels
• Log, categorize, prioritize, and track all tickets accurately in the ITSM/ticketing system
• Provide first-line resolution using knowledge base articles, scripts, and troubleshooting procedures
• Escalate complex or unresolved issues to second/third-line teams with clear,



complete handover notes
• Communicate proactively with users on ticket status, expected resolution times, and any known outages
• Meet or exceed SLA, first-contact resolution, response time, and customer satisfaction targets
• Follow incident, problem, and change management processes in line with ITIL best practices
• Create and update knowledge base articles based on recurring issues and new solutions
• Perform in-person shift handovers to ensure continuity of service across teams
• Identify trends and recurring issues and report them to the Team Lead
• Handle sensitive information in line with security and data protection policies Essential
• Strong written and verbal English communication skills (clear, professional, and empathetic)
• Proven ability to work in multi-channel support environments (voice, email, chat, portal, social)
• Ability to work on-site at the office for all shifts, with no remote working option
• Willingness and ability to work 24/7 rotational shifts, including nights, weekends, and holidays
• 1–2+ years of experience in a service desk, helpdesk, or customer support role
• Working knowledge of ticketing/ITSM tools (e.g., ServiceNow, Jira Service Management, Zendesk, Freshservice)

📌 Service Desk Specialist (Hyderabad)
🏢 Artech Infosystem Private
📍 Hyderabad