Service Desk Engineer
Core
L1/L2 technical support for voice-based processes, handling service calls, classification, and initial troubleshooting.
Role type
L1/L2 Service Desk Engineer (Voice Process)
Builds
Support for voice-based business processes
Domain
IT Service Management / BPO
Deliverable
client delivery
Required skills
Technical support, service call management, ticket classification, basic troubleshooting, communication
Preferred skills
International BPO experience, voice process experience
Technologies
Ticketing systems, voice process platforms
Responsibilities
Accept and register service calls, classify service calls, execute first attempt to solve service calls, refer calls to resolution owners, communicate response times
Seniority
Junior, entry-level IC
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