Provide Level 1 remote desktop support by resolving IT-related tickets and addressing hardware, software, and network issues while meeting agreed SLA and quality standards.
Key Responsibilities
- Provide L1 remote desktop support through telephone, email, and chat.
- Diagnose and resolve hardware, software, and basic network-related issues within agreed SLAs.
- Maintain service quality, communication standards, and compliance with company policies.
- Ensure customer satisfaction (CSAT) through First Call Resolution (FCR) and effective ticket handling.
- Maintain high login availability and support efficiency.
- Update ticket worklogs and follow shift schedules and escalation procedures.
- Escalate complex technical issues to L2/L3 support teams whenever required.
- Update knowledge base documents and continuously improve technical skills.
Required Skills
- L1 Desktop Support
- Technical Troubleshooting
- Hardware and Software Support
- Basic Networking
- Ticket Management
- Service Desk Support
- SLA Management
- Customer Support
Experience:2-5 YEARS
📌 Service Desk Engineer (Bengaluru)
🏢 Lecan Solutions
📍 Bengaluru
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