Service Desk Engineer

Skills:ITIL Framework, Ticketing Systems, Call handling, Service Desk, Desktop Support, Service Desk Tools,Company Overview

Jio is at the forefront of Indias telecom revolution, serving over 400 million customers with a wide range of digital apps and services. We excel in delivering functionality, usability, and scalability with cutting-edge 5G solutions, cloud-native platforms, and BSS solutions for seamless deployment on private or public clouds. Headquartered in Navi Mumbai, Jio is a prominent name in the Media & Telecommunications industry, dedicated to providing innovative solutions for both B2C and B2B customers.Job Overview

We are seeking a dynamic Service Desk Engineer for a Full-Time role located in Bhubaneswar. This mid-level position involves managing and handling service desk calls and providing technical support to our vast customer base. The ideal candidate will play a crucial role in ensuring seamless operation and support, employing strong problem-solving skills and utilizing service desk tools efficiently.Qualifications And Skills

Proficiency in call handling processes to effectively manage incoming requests and ensure customer satisfaction (Mandatory skill).Experience with service desk operations to provide timely support and maintain efficient communication (Mandatory skill).Comprehensive understanding of the ITIL Framework for managing IT services and delivering high-quality service support.Familiarity with ticketing systems for tracking and resolving service requests efficiently and documenting solutions.Hands-on experience with desktop support, addressing client and end-user hardware/software issues promptly.Proficiency in utilizing service desk tools to deliver support services effectively and streamline operations.Strong analytical skills to identify recurring issues and implement solutions for continuous improvement.Excellent communication skills to interact with clients and technical teams, providing clear status updates and solutions.Roles And Responsibilities

Handle incoming service desk calls and queries, ensuring timely and effective resolution of customer issues.Utilize ITIL Framework methodologies to manage and deliver quality IT service management solutions.Administer and operate ticketing systems, prioritizing and documenting all service requests efficiently.Provide desktop support, including troubleshooting and resolving hardware/software issues for end-users.Employ service desk tools to enhance support service delivery and ensure optimized service operations.Collaborate with cross-functional teams to address complex service issues and facilitate continuous service improvement.Maintain clear and professional communication with clients and team members to deliver support and updates effectively.Identify opportunities for process optimization and contribute to projects aimed at enhancing customer experience.