Service Desk Engineer - Fresher

As a Service Desk Engineer at ASCloud Secure, you will be responsible for providing efficient and effective support to end users from international locations. Your role will involve handling incoming calls, emails, and chats, recording and prioritizing support tickets, troubleshooting technical issues, and ensuring timely resolution of users' concerns. Additionally, you will be required to communicate with users effectively, follow standard operating procedures, and collaborate with other support groups or third-party suppliers when needed. Key Responsibilities: - Handle incoming calls, emails, and chats from users - Comprehend and assist end users from international locations over the phone - Record, classify, and prioritize support tickets - Provide initial support and perform troubleshooting based on knowledge base articles - Take remote access to end users' machines for troubleshooting - Route requests to appropriate support groups or third-party suppliers when necessary - Monitor ticket status and document progress towards resolution - Keep affected users informed about ticket progress - Confirm resolutions and close tickets within defined SLA Skills Required: - Effective Communication - English Proficiency (Spoken and Written) - Technical Analysis - Technical Support Other Requirements: - Basic troubleshooting on different versions of Windows OS - Understanding of desktop applications, installation, and uninstallation - Ability to support users in business applications based on SOPs - Troubleshooting desktop/applications remotely - Disk management, disk encryption, and wireless configuration - Checking utilization and availability, performing start-up and shut-down services by following SOP - Installing and configuring an email client, troubleshooting connectivity issues About ASCloud Secure: ASCloud Secure is a leading software development corporation with a focus on providing top-rated software development assistance. With over 10 years of experience, the company offers robust and flexible digital solutions to help businesses reimagine their operations and unlock new possibilities. The dedicated team of skilled professionals at ASCloud Secure ensures the delivery of safe and secure software solutions tailored to meet the specific needs of customers worldwide. Moreover, the company fosters a collaborative and inclusive work environment that encourages innovation and growth. Perks: - Informal dress code - 5 days a week work schedule - Free snacks and beverages - Cab/Transportation facility - Health Insurance - Life Insurance If you are looking to kickstart your career in IT support and contribute to a dynamic and innovative work culture, this role at ASCloud Secure could be the perfect opportunity for you. Apply now and be a part of our team dedicated to delivering cutting-edge software solutions to clients across the globe. As a Service Desk Engineer at ASCloud Secure, you will be responsible for providing efficient and effective support to end users from international locations. Your role will involve handling incoming calls, emails, and chats, recording and prioritizing support tickets, troubleshooting technical issues, and ensuring timely resolution of users' concerns. Additionally, you will be required to communicate with users effectively, follow standard operating procedures, and collaborate with other support groups or third-party suppliers when needed. Key Responsibilities: - Handle incoming calls, emails, and chats from users - Comprehend and assist end users from international locations over the phone - Record, classify, and prioritize support tickets - Provide initial support and perform troubleshooting based on knowledge base articles - Take remote access to end users' machines for troubleshooting - Route requests to appropriate support groups or third-party suppliers when necessary - Monitor ticket status and document progress towards resolution - Keep affected users informed about ticket progress - Confirm resolutions and close tickets within defined SLA Skills Required: - Effective Communication - English Proficiency (Spoken and Written) - Technical Analysis - Technical Support Other Requirements: - Basic troubleshooting on different versions of Windows OS - Understanding of desktop applications, installation, and uninstallation - Ability to support users in business applications based on SOPs - Troubleshooting desktop/applications remotely - Disk management, disk encryption, and wireless configuration - Checking utilization and availability, performing start-up and shut-down services by following SOP - Installing and configuring an email client, troubleshooting connectivity issues About ASCloud Secure: ASCloud Secure is a leading software development corporation with a focus on providing top-rated software development assistance. With over 10 years of experience, the company offers robust and flexible digital solutions to help businesses reimagine their operations and unlock