Service Desk

About the Company

About Client:

Our client is a global digital solutions and technology consulting company headquartered in Mumbai, India. The company generates annual revenue of over $4.29 billion (₹35,517 crore), reflecting a 4.4% year-over-year growth in USD terms. It has a workforce of around 86,000 professionals operating in more than 40 countries and serves a global client base of over 700 organizations.

Our client operates across several major industry sectors, including Banking, Financial Services & Insurance (BFSI), Technology, Media & Telecommunications (TMT), Healthcare & Life Sciences, and Manufacturing & Consumer. In the past year, the company achieved a net profit of $553.4 million (₹4,584.6 crore), marking a 1.4% increase from the previous year. It also recorded a strong order inflow of $5.6 billion, up 15.7% year-over-year, highlighting growing demand across its service lines.

Key focus areas include Digital Transformation, Enterprise AI, Data & Analytics, and Product Engineering—reflecting its strategic commitment to driving innovation and value for clients across industries.

Job Title :

Location :

Experience:

Employment Type: Contract to hire

Notice Period: Immediate joiners

Job Description Service Desk L1 Engineer

The ideal candidate must have hands on experience of resolving technical issues over the phone chat and emails

Language Skill

The resource must be a Mandarin Speaker

L1.5 Technical Support

Handling all the Inbound calls chat and emails in service desk

Manage tickets that L1 engineers need assistance

Handling Basic L1 queries from end users

Correctly logging incidents and faults categorizing and prioritizing them in line with team procedures

Diagnose and quickly resolve a wide range of Windows applications issues

Good troubleshooting knowledge on internet and VPN issues

When the restoration is beyond the scope of the support escalate the issueproblem to appropriate resolver group using IT Ticketing System

Install upgrade support and troubleshoot for printers related computer hardware

Knowledge of Citrix and VPN

Email account administration ie account creation and management and distribution lists on Office 365

User account administration ie account creation and management and password resets on Active Directory

Familiarize end users on basic software hardware and peripheral device operation and solve basic queries

Take ownership and responsibility of queries issues and problems and document it in the ITSM Tool

Basic knowledge of Networking Virtualization Mac OS Web Based and Installable applications

Good understanding of computer systems mobile devices and other tech products

Efficiently manage technical escalations

Good knowledge on Incident Management

Strong ability to quickly coordinate MIM tickets by engaging relevant resolver teams

Provide OnCall support at times when required