Service Desk Engineer

About Tecnoprism

Tecnoprism is a technology-driven software solutions partner and product organization that focuses on delivering innovative digital workplace products. We prioritize customer-centric outcomes to help businesses advance with cutting-edge solutions powered by automation and AI. Our expertise spans robotic process automation, digital transformation, AI/ML, Salesforce productization, low code/no code platforms, data science, business intelligence, cloud services, product engineering, and mobile app development. Based in Gujarat, our reach includes India, the Middle East, UK/Europe, and the USA, serving clients like Adani, Chanel, British Petroleum, and many more across diverse sectors including BFSI and government projects.

Job Responsibilities

• Ensure system login efficiency and availability to meet customer demands.
• Handle and close tickets within established SLAs concerning volume and resolution time.
• Manage incoming calls which represent about 90% of daily responsibilities.
• Comply with quality benchmarks involving voice clarity, accent requirements, technical oversight, regulatory guidelines, and company policies.
• Address user inquiries via phone, email, instant messaging, and ticket systems.
• Assign incidents and work orders to appropriate support teams and follow through to problem resolution.
• Diagnose and troubleshoot issues using user interactions, log reviews, research, and problem-solving techniques.
• Provide Level 1 remote desktop support adhering to Standard Operating Procedures.
• Promote a positive customer experience focusing on first-call resolution, reducing average handling time, and minimizing ticket reopen or rejection rates.
• Accurately update logs and follow escalation and process protocols diligently.

Eligibility

Open to any graduate qualified candidates.