We’re Hiring – Service Desk Engineer Location: Trivandrum Shift: 24x7 Rotational (5 Days Work from Office) Education: Any Graduation Experience: 1- 4 Years Key Skills & Requirements: • Prior experience in International Voice Support (Service Desk) • Comfortable working in a call support environment • Proficiency with ticketing tools (preferably ServiceNow) • Working knowledge of Active Directory and RSA Token • Experience troubleshooting VPN, Citrix, and VDI-related issues • Basic proficiency in MS Office applications Roles & Responsibilities: • Ensure high login efficiency and availability to meet customer needs • Handle and resolve tickets within defined SLAs • Manage a high volume of inbound calls (approx. 90% of daily tasks) • Maintain compliance with quality standards, regulatory norms, and company policies • Respond to user queries via phone, email, instant messaging, and ticketing systems • Assign incidents/work orders to relevant support teams and ensure closure • Diagnose and resolve issues through user interaction, log analysis, research, and troubleshooting • Provide Level 1 remote desktop support and execute SOP-based tasks • Drive customer satisfaction with First Call Resolution, minimal AHT, and reduced ticket reopen/rejection rates • Update work logs accurately and follow escalation protocols and process guidelines • If you’re passionate about IT support and ready to grow in a dynamic service desk environment, we’d love to hear from you! Kindly DM me your CVs .