Global Service Desk Engineer - L1

Job Description

Position: Global Service Desk Engineer – Level 1

Suitable for: College graduates, BPO background or those looking to enter IT Industry

Key Tasks

• Ensure prompt resolution of logged incidents within agreed SLAs.
• Maintain professional communication with customers and meet commitments.
• Analyze hardware issues and recommend solutions.
• Perform basic troubleshooting and component replacement.
• Coordinate with service partners and field engineers.
• Escalate unresolved issues to appropriate channels.
• Update service call information accurately and timely.
• Ensure compliance with company and customer guidelines.
• Perform backup monitoring and troubleshooting.
• Coordinate logistics for required parts.
• Meet SLAs for incident resolution and customer communication.
• Continuously learn new technical skills.
• Oper...