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Service Desk Engineer
Insiza Technologies Pvt LtdPune, Maharashtra, India15 hours ago
Job descriptionBachelor’s degree in IT, Computer Science, or a related field (or pursuing relevant certifications like CompTIA A+, ITIL, MCSA). 0–2 years of experience in an IT support or service desk role. Basic understanding of Windows / Mac OS, Microsoft Office 365, and common enterprise applications. Knowledge of ITSM tools like ServiceNow, Freshdesk, or Zendesk (preferred). Strong communication and interpersonal skills.
Job Title : Service Desk Engineer
Location : Pune, India
Job Type : Full-time
Key Responsibilities :
- Serve as the first point of contact for customers seeking technical assistance via phone, email, or ticketing systems.
- Provide basic troubleshooting for hardware, software, network, and application issues.
- Accurately log all service requests, incidents, and resolutions into the ticketing system.
- Escalate complex issues to L2 / L3 teams as per escalation matrix.
- Follow up with users to ensure issues are resolved in a timely manner.
- Maintain and update documentation, FAQs, and knowledge base articles.
- Ensure adherence to SLAs and provide high-quality customer service.
- Support user account management, password resets, and system access issues.
- Assist in the setup and maintenance of desktop systems and peripherals (printers, scanners, etc.).
Required Skills & Qualifications :
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Service Desk Engineer • Pune, Maharashtra, India