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Tietoevry
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Service Desk L1 Engineer (Exprienced)

Service Desk L1 Engineer (Exprienced)

Tietoevry

1 - 5 years

0 Lacs

chandigarh

Posted:1 week ago| Platform: Shine logo

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Skills Required

it support troubleshooting user support escalation knowledge base customer service team collaboration computer hardware software adaptability service desk l1 engineer ticket management networking concepts verbal written communication problemsolving team player

Work Mode

On-site

Job Type

Full Time

Job Description

You are a highly motivated and enthusiastic Service Desk L1 Engineer who will be the first point of contact for customers seeking technical assistance. You will provide initial support and troubleshooting for various IT issues. As an entry-level position, this role is perfect for recent graduates looking to kickstart their careers in IT support. Your responsibilities will include serving as the initial point of contact for customers seeking technical assistance via phone, email, or Self Ticket. You will identify, diagnose, and resolve basic technical issues related to hardware, software, and network connectivity. Logging and tracking all incidents and service requests in the ticketing system will be crucial, ensuring accurate and detailed documentation. Additionally, you will assist users with password resets, account unlocks, and basic application support. For more complex issues, you will escalate them to higher-level support teams (L2/L3) as needed, while ensuring timely follow-up and resolution. Contributing to the creation and maintenance of internal knowledge base articles and user guides will also be part of your role. Providing exceptional customer service with a positive and professional demeanor at all times is essential. You will collaborate with other IT team members to ensure efficient resolution of technical issues and continuous improvement of service processes. Having a bachelor's degree in Information Technology, Computer Science, or a related field along with basic understanding of computer hardware, software, and networking concepts is required. Strong analytical and problem-solving skills, excellent communication abilities, and a customer-centric mindset are necessary for this role. Being adaptable, a team player, and willing to learn and grow are qualities that will help you succeed. Relevant certifications such as ITIL Foundation and prior internship or practical experience in an IT support role are advantageous. In return, you can expect a competitive salary and benefits package, opportunities for professional development and career advancement, a supportive and inclusive work environment, and hands-on training and mentorship from experienced IT professionals.,

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Tietoevry

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Service Desk L1 Engineer (Exprienced)