Service Desk Engineer

We are hiring for a Service Desk Engineer in Noida for one of our clients from the retail industry. This is an exciting opportunity for candidates with 6 months to 1.5 years of experience in service desk voice support and hands-on experience with ticketing tools. The role offers a competitive salary range of 3.5 LPA to 4 LPA, with additional benefits like cab services for all shifts (up to a 20 km radius of the HCL premises).

Job Details:

• Location: Noida
• Designation: Service Desk Engineer
• Experience Required: 6 months to 1.5 years
• Salary Range: 3.5 LPA to 4 LPA
• Benefits: Both-way cab services (within a 20 km radius)
• Mode of Working: Work from Office
• Shift: 5 days working with 24×7 rotational shifts and rotational week off
• Number of Positions: 15
• Notice Period: Immediate to 30 days only

Key Requirements:

• Must-Have:
  • Exposure to Service Desk Voice Support
  • Hands-on experience with any ticketing tool
  • Good communication skills, especially in handling international voice support
  • Basic knowledge of MS Office

Job Description:

As a Service Desk Engineer, you will be responsible for handling and resolving technical support issues efficiently. The ideal candidate should have prior experience in service desk operations or technical support, along with troubleshooting expertise for Active Directory, RSA Token, VPN, Citrix, and VDI-related issues.

• Roles & Responsibilities:
  • Maintain high login efficiency for customers
  • Resolve tickets within the agreed SLA for both volume and time
  • Adhere to quality standards, voice and accent requirements, and tech monitoring
  • Ensure a positive customer experience with a focus on First Call Resolution and minimal average handling time (AHT)
  • Update work logs and follow escalation processes as needed
  • Comply with regulatory requirements and company policies

This role is ideal for candidates who thrive in a dynamic 24×7 support environment and have a passion for providing seamless technical support to customers.

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