Company Overview

Jio is at the forefront of India's telecom revolution, serving over 400 million customers with a wide range of digital apps and services. We excel in delivering functionality, usability, and scalability with cutting-edge 5G solutions, cloud-native platforms, and BSS solutions for seamless deployment on private or public clouds. Headquartered in Navi Mumbai, Jio is a prominent name in the Media & Telecommunications industry, dedicated to providing innovative solutions for both B2C and B2B customers.

Job Overview

We are seeking a dynamic Service Desk Engineer for a Full-Time role located in Bhubaneswar. This mid-level position involves managing and handling service desk calls and providing technical support to our vast customer base. The ideal candidate will play a crucial role in ensuring seamless operation and support, employing strong problem-solving skills and utilizing service desk tools efficiently.

Qualifications and Skills

• Proficiency in call handling processes to effectively manage incoming requests and ensure customer satisfaction (Mandatory skill).
• Experience with service desk operations to provide timely support and maintain efficient communication (Mandatory skill).
• Comprehensive understanding of the ITIL Framework for managing IT services and delivering high-quality service support.
• Familiarity with ticketing systems for tracking and resolving service requests efficiently and documenting solutions.
• Hands-on experience with desktop support, addressing client and end-user hardware/software issues promptly.
• Proficiency in utilizing service desk tools to deliver support services effectively and streamline operations.
• Strong analytical skills to identify recurring issues and implement solutions for continuous improvement.
• Excellent communication skills to interact with clients and technical teams, providing clear status updates and solutions.

Roles and Responsibilities

• Handle incoming service desk calls and queries, ensuring timely and effective resolution of customer issues.
• Utilize ITIL Framework methodologies to manage and deliver quality IT service management solutions.
• Administer and operate ticketing systems, prioritizing and documenting all service requests efficiently.
• Provide desktop support, including troubleshooting and resolving hardware/software issues for end-users.
• Employ service desk tools to enhance support service delivery and ensure optimized service operations.
• Collaborate with cross-functional teams to address complex service issues and facilitate continuous service improvement.
• Maintain clear and professional communication with clients and team members to deliver support and updates effectively.
• Identify opportunities for process optimization and contribute to projects aimed at enhancing customer experience.