Job Description

Company Overview

Company Overview

Incedo is a US-based consulting, data science and technology services firm with over 2,500 people helping clients from our six offices across US and India. We help our clients achieve competitive advantage through end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering, data science, and design capabilities coupled with deep domain understanding. We combine services and products to maximize business impact for our clients in telecom, financial services, product engineering and life science & healthcare industries.
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Working at Incedo will provide you an opportunity to work with industry leading client organizations, deep technology and domain experts, and global teams. Incedo University, our learning platform, provides ample learning opportunities starting with a structured onboarding program and carrying throughout various stages of your career. A variety of fun activities are also an integral part of our friendly work environment. Our flexible career paths allow you to grow into a program manager, a technical architect or a domain expert based on your skills and interests.

Role Description


Incedo is looking for a competent Help desk technician to provide fast and useful technical assistance on computer systems. As a Service Desk Engineer you will be responsible to solve business user's issues in an effective and timely manner as prescribed SLA. Responsibilities

• Serve as the first point of contact for business customers seeking technical assistance over the phone or email
• Ask end user for all relevant information concerning the issue reported by end user, documenting solutions, and effectively providing timely resolution.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions, to meet the agreed upon SLA for first time resolution.
• Direct unresolved issues to Resolver Groups as appropriate. Escalate tickets as per escalation matrix.
• Provide remote infrastructure support delivery and performing problem cause analysis
• Act as an end user advocate by working directly with users on high priority issues. Anticipate end user needs and effectively addressing concerns related to their issue or resolution and capture feedback to influence process improvements.
• Adherence to policies and procedures, closure of open tickets after resolution.
• Basic knowledge of excel

Required Candidate Profile

• Proven experience as a help desk technician or other customer support role
• Flexible working in 24*7 shift environment.
• Sound understanding of inter-relationship of software, hardware, and communications.
• Unparalleled listening and comprehensive capabilities. Ability to keyboard to capture important details for documentation.
• Experience in system hardware configuration, OS, Microsoft O365 suite.
• Good listening skills and ability to analyse and solve technical problems.
• Working experience on tools - ITSM: Sapphire, JIRA, Remote tools such as TeamViewer, LogMeIn, Audio Video Conferencing: Zoom, WebEx etc.
• Sound understanding of conference room, meeting room, setup, and management.

Company Value

Company Value

We are an Equal Opportunity Employer. We value diversity at Incedo. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.