Desktop Support Engineer

About this role

CTC - 5-15 LPA Description: - Experience: 0.6 to 7 years Role and Responsibilities: - A. Key Responsibilities - Handle escalated calls from L1 team efficiently - Resolve tickets within agreed SLA for volume and time - Ensure compliance with quality standards (voice, accent, tech monitoring), regulatory requirements, and company policies - Deliver positive customer experience and maintain CSAT through defined resolution rate, minimal AHT, and reduced reopen cases - Update worklogs and follow escalation processes - Manage queues effectively and work toward case closure - B. Additional Responsibilities - Adhere to process compliance and shift schedules - Support continuous improvement initiatives