Service Desk Technician

Job Description:

We are looking for a proactive and customer-focused Service Desk Engineer to join our IT support team in Mumbai. The ideal candidate will have 1–2 years of experience in handling user support via calls, emails, and tickets.

Key Responsibilities:

• Respond to user queries via phone, email, and web tickets in a professional manner
• Log all interactions and categorize as Incident, Service Request, or Information Query
• Provide first-level support for desktops, peripherals, and office productivity tools
• Assign or escalate tickets to relevant support groups when required
• Monitor ticket duplication and ensure updates are clear, timely, and accurate
• Maintain records of onsite visits and engineer activity logs
• Identify and escalate high-priority issues promptly
• Follow up with users for ticket closure and satisfaction confirmation
• Track scheduled tasks (e.g., UPS dry runs, stock audits)
• Flexible to work on weekends and public holidays as needed

Requirements:

• 1-2 years of experience in a similar IT support or service desk role
• Strong communication and problem-solving skills
• Familiarity with ticketing tools and remote support technologies

Job Type: Freelance
Contract length: 12 months

Application Question(s):

• Are you ok with Freelance/B2B Contract?
• How many total years of experience do you have as IT Support Technician?