Service Desk Engineer

About Tecnoprism

Tecnoprism operates as a digital workplace concentrating on transforming ideas into innovative software products. With a commitment to customer-centric solutions, they deliver seamless project outcomes through expertise in technology, automation, AI, and data-driven insights. The company provides services spanning robotic process automation, digital transformation, cloud computing, AI/ML, Salesforce productization, low/no-code development, data analytics, product engineering, and mobile app development. Based in Gujarat, India, Tecnoprism supports clients worldwide, including leading Fortune 500 corporations and major government projects.

Role Overview and Responsibilities

• Maintain high system login efficiency and availability to meet customer requirements.
• Resolve support tickets within established service-level agreements regarding volume and turnaround.
• Handle approximately 90% inbound customer calls as a core daily function.
• Ensure compliance with quality standards covering voice clarity, accent, technical oversight, regulatory rules, and company policies.
• Respond promptly to user inquiries through phone, email, instant messaging, and ticketing platforms.
• Assign incidents or work orders to correct support teams and monitor resolution until completion.
• Diagnose and troubleshoot issues using user interactions, log reviews, research, and problem-solving techniques.
• Provide Level 1 remote desktop support and follow standard operating procedures for task execution.
• Enhance customer satisfaction by prioritizing first-call resolution, minimizing average handling time, and reducing call reopen and rejection rates.
• Keep precise work logs and comply strictly with escalation procedures and process directives.

Eligibility

Applicants must be graduates from any discipline.