Desktop Support Engineer

We are seeking a proactive and customer-focused Desktop Support Engineer with 1-3 years of experience to provide technical support and ensure smooth IT operations. The ideal candidate should possess strong communication skills, experience in service desk ticket handling, and a commitment to delivering excellent customer service in a 24x7 support environment., * Manage and resolve Service Desk tickets within defined SLA timelines.

• Handle and prioritize incidents based on severity levels (P1, P2, and P3).
• Perform first-level troubleshooting and resolution for critical (P1) incidents and escalate when necessary.
• Monitor ticket queues and ensure timely updates and closure of incidents.
• Analyse tickets to identify recurring issues, trends, and potential problem areas.
• Generate basic reports using Microsoft Excel, including Pivot Tables and charts for operational tracking and analysis.
• Deliver exceptional customer service and maintain effective communication with users throughout the incident lifecycle.
• Participate in shift-based operations and provide support in a 24x7 environment.

• Experience working with IT Service Management (ITSM) tools and ticketing systems.
• Good understanding of incident management and ticket prioritization (P1/P2/P3).
• Knowledge of Service Level Agreements (SLA) and support metrics.
• Basic Microsoft Excel skills, including Pivot Tables, data preparation, and formatting.

Soft Skills

• Good verbal communication skills.
• Strong customer-handling and stakeholder management abilities.
• Analytical mindset with problem-solving skills.
• Strong commitment to continuous learning and self-development.
• Team player with a positive and proactive attitude.

Experience

• 1-3 years of experience in Desktop Support, Service Desk, or IT Support roles.

Preferred Qualifications

• ITIL Foundation knowledge/certification.
• Experience supporting enterprise environments.
• Exposure to remote support tools and ticket management systems