Service Desk Engineer

Job Description

Technical Support Executive / Service Desk Analyst
Employment Type

Full-Time

Experience Required

1 – 3 Years

Job Summary

We are looking for a customer-focused Technical Support Executive to provide first-level technical assistance to customers through phone, email, and chat channels. The ideal candidate should possess strong troubleshooting skills, excellent communication abilities, and a commitment to delivering high-quality customer service.

As the first point of contact for technical support requests, you will be responsible for diagnosing issues, providing effective solutions, and ensuring a positive customer experience while working in a 24×7 support environment.

Key Responsibilities
Customer Support
Serve as the first point of contact for customers seeking technical assistance via phone, email, and chat.
Respond promptly to customer inquiries and support requests.
Deliver exceptional customer service while maintaining professionalism and empathy.
Technical Troubleshooting
Perform remote troubleshooting using diagnostic tools and techniques.
Identify, analyze, and resolve customer-reported technical issues.
Ask relevant questions to accurately diagnose problems and determine appropriate solutions.
Guide users through step-by-step troubleshooting procedures.
Incident Management
Record, track, and document support requests and resolutions.
Escalate unresolved or complex issues to higher-level support teams when necessary.
Follow support processes and service level agreements (SLAs).
Customer Experience
Ensure timely issue resolution and customer satisfaction.
Maintain clear and effective communication throughout the support process.
Build positive relationships with customers by providing accurate and helpful assistance.
Required Skills
Technical Skills
Basic understanding of desktop, software, and application troubleshooting.
Familiarity with remote support tools and troubleshooting methodologies.
Ability to diagnose and resolve common technical issues.
Communication Skills
Excellent verbal communication skills.
Strong written communication and email etiquette.
Ability to communicate effectively with users at all organizational levels.
Customer Service Skills
Strong customer service orientation.
Patience and professionalism when handling customer concerns.
Active listening and problem-solving abilities.
Soft Skills
Analytical and troubleshooting mindset.
Ability to work under pressure in a fast-paced environment.
Good time management and multitasking skills.
Team-oriented attitude and willingness to learn.
Work Environment
24×7 Support Environment
Rotational Shifts
Customer-facing technical support role
Interaction through Phone, Email, and Chat channels
Qualifications
Experience
1 to 3 years of experience in:
Technical Support
Service Desk
IT Helpdesk
Customer Technical Support
Application Support
Education
Bachelor’s Degree, Diploma, or equivalent qualification in Computer Science, Information Technology, or related field preferred.
Ideal Candidate Profile

The ideal candidate should:

Have prior experience in a technical support or helpdesk environment.
Possess strong communication and customer handling skills.
Be comfortable working rotational shifts.
Have a proactive approach to troubleshooting and issue resolution.
Demonstrate a strong customer-centric mindset.
Career Growth Opportunities

This role can lead to positions such as:

Senior Technical Support Engineer
Service Desk Analyst
Desktop Support Engineer
Application Support Engineer
IT Operations Specialist
Technical Lead – Support
How to Apply

Interested candidates can send their updated resume to:

📧 careers@cognisive.com