Service Desk Engineer

As a Mid-Level Service Desk Engineer at Jio in Guwahati, your role will involve being the primary point of contact for users facing IT issues, providing 24/7 support. You will diagnose and resolve technical problems, deliver prompt customer assistance, and ensure adherence to service quality standards. Utilizing various tools to manage tickets, document resolutions, and maintaining high user satisfaction will be key responsibilities. **Key Responsibilities:** - Receive, log, categorize, and manage technical requests from users via telephone, email, or a helpdesk system. - Monitor alerts related to performance, health, and security of computing systems, networks, and services for efficient and secure operations. - Provide first-level resolutions to customer issues and escalate unresolved queries promptly to the next level of support. - Take ownership of severity incidents and service requests, ensuring response time, resolution, coordination, and resolution with the appropriate business teams. - Manage and log all service requests (SR) from users via various channels, categorize and prioritize them based on predefined criteria as per defined SLAs. - Provide first-line investigation and diagnosis, resolving issues upon first contact when possible or escalating to higher-level support when necessary. - Ensure all faults are progressed and cleared within SLA as per defined targets and CSAT. - Monitor the performance of IT services, contribute to reports on service desk performance and user satisfaction. - Identify recurring problems and contribute to their resolution, suggesting improvements to the service desk process. **Qualifications Required:** - Open to work in a 24*7 shift environment. - Familiar with working on Windows, Linux, Networking & Cloud technologies. - Good command in Microsoft Excel and PowerPoint for reporting and presentations. - Excellent English communication and customer handling skills. - Proficiency in IT Service Management tools. - Knowledge of ITIL practices and methodologies. At Jio, you will be part of a leading company in India's telecom industry, driving growth and innovation with a vast portfolio of digital apps and services. Join a workforce exceeding 10,001 employees and contribute to providing comprehensive 5G solutions and cloud-native platforms.,