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Posted 13 June, 2026

service desk

Diverse Lynx
Bangalore,Karnataka,560100 Full Time
Reference: 365_569689_22-03273
SN Required Information Details
1 Role Service Desk Engineer
2 Required Technical Skill Set Knowledge of Windows OS, Microsoft Office Suite, Basic Networking, Remote Tools, Office 365 & Service Now Ticket Tool.
Desired Competencies (Technical/Behavioral Competency)
Must-Have
  • Language : English
  • Strong oral and written communication skills.
  • Exceptional interpersonal skills, with a focus on listening, and questioning.
  • Experience with Microsoft Windows OS fault resolution.
  • Experience troubleshooting Microsoft Office 2013/2016 suite
Good-to-Have
  • Knowledge of ITIL principles; Incident, Service Request, Major Incident, Knowledge and Problem,
  • Working knowledge of a range of diagnostic utilities.
  • Knowledge of desktop and laptop hardware and peripherals.
SN Responsibility of / Expectations from the Role
1 Key process accountabilities are Incident Management, Service Request Fulfillment, Knowledge Management and Continual Service Improvement.
2 Answer to resolve all incidents and requests first time(FCR)
3 Answers telephone calls presented within the OLA. Responds to incoming service desk incidents and requests in a professional manner
4 Resolves incidents within the defined OLA
5 Ensures effective first-line investigation is completed before escalating to second or third line.
6 Accurately records all diagnostics, communications and resolutions in the service management toolset
7 Follows best practice guides and scripts as required
8 Ability to prioritize and control workload
9 Ensures issues, reopened incidents and urgent issues are escalated immediately to the Service Desk lead
10 Cross train and share knowledge with other team members often
11
  • Role – L1 Service Desk IT Support Associate (Chat, Email and Phone – Contact Channels)
  • Should be flexible with 24/7 rational shift and rotational Weekly offs
  • Should be available for Work from Office during training and continue to be available to Work from office during production as well (Hinjewadi- Phase 3, SP – S3)
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