Service Desk

Job Title: Service Desk Engineer Experience: 3–6 Years Location: Manila OSI Digital is looking for experienced Service Desk Engineers with strong communication, customer-handling, and technical support skills. The ideal candidate should be customer-focused, a quick learner, and capable of handling multiple responsibilities in a fast-paced 24/7 service desk environment. This position provides an opportunity to grow into advanced roles based on your experience, skillset, and performance. Responsibilities: Handle customer calls, chats, incidents, and service requests promptly and professionally. Provide effective L1/L2 technical support and ensure timely resolution of end-user issues. Communicate clearly with customers and provide professional support through phone, chat, email, and remote support tools. Understand customer issues quickly, troubleshoot problems, and provide appropriate solutions. Manage multiple incidents and responsibilities simultaneously while maintaining service quality. Follow defined processes, SOPs, and Service Desk procedures. Identify, prioritize, and escalate issues based on severity and business impact. Maintain accurate ticket updates and ensure proper documentation of troubleshooting and resolution steps. Collaborate with internal teams to resolve complex technical and customer-related issues. Demonstrate a proactive approach and independently handle situations wherever possible. Contribute to knowledge-base articles, process improvements, and customer service enhancements. Required Skills: Strong verbal and written communication skills with good vocabulary and professional email/chat etiquette. Excellent customer-handling and interpersonal skills. Ability to handle customer calls and chats quickly, professionally, and effectively. Strong multitasking skills with the ability to manage multiple responsibilities simultaneously. Ability to understand and learn new processes, applications, and technologies quickly. Proactive approach with the ability to work independently and take ownership of issues. Good problem-solving, troubleshooting, and customer service skills. Ability to understand customer concerns and provide appropriate solutions. Ability to prioritize tasks and manage incidents based on urgency and business impact. Prior experience in Customer Support, Service Desk, Technical Support, IT Support, Sales Support, or a similar environment will be an advantage. Willingness to work in a Night Shift and Work From Office . We are not looking for someone who is: Not comfortable handling customer calls and chats. Lacking strong verbal and written communication skills. Not flexible with Night shifts . Not willing to work from office in Hyderabad