We’re Hiring – L2 Service Desk Engineer (E2.1) Location: Trivandrum / Pune Shift: 24x7 Rotational (5 Days Work from Office) Education: Any Graduation Experience: 3 – 5 Years Key Skills & Requirements: • Strong background in International Voice Support (Service Desk) • Proficiency with ticketing tools (preferably ServiceNow) • Expertise in Outlook, VPN, Citrix, VDI troubleshooting • Advanced knowledge of MS Office / Office 365 suite • Willingness to work in a call support environment • Strong troubleshooting and communication skills Roles & Responsibilities: • Handle escalated calls from L1 support and resolve incidents within SLAs • Manage high-volume inbound calls (approx. 90% of tasks daily) • Log and track incidents/service requests in Incident Management System • Respond to users via phone, email, IM, and ticketing platforms • Assign and follow up tickets with appropriate support teams • Provide remote desktop support, user account management, and SOP-based tasks • Diagnose issues via user interaction, log analysis, and research • Troubleshoot client software and basic network connectivity issues • Ensure CSAT through faster resolution, reduced AHT, and minimal ticket reopens • Adhere to quality standards, compliance, and escalation protocols • Maintain accurate worklogs and ensure efficient queue management If you have the required skills and are ready to work in a dynamic environment, Kindly DM your CV.