Service Desk Engineer - Indore

JOB PURPOSE: The IT Service Desk Engineer serves as the first point of contact for all IT-related incidents service requests and technical support queries within the organization. The role ensures timely resolution or escalation of issues maintains high levels of customer satisfaction and supports the smooth operation of IT systems and services by providing proactive monitoring troubleshooting and user assistance in line with established SLAs and ITIL best practices.

EXPERIENCE: Minimum 4-6 years of hands-on experience in ServiceDesk & Remote Desktop Support

RESPONSIBILITIES (INCLUDES ALL TASKS):

The IT Service Desk Engineer Serve as the initial contact point for all IT-related issues and service requests via phone email or ticketing systems. Diagnose troubleshoot and resolve hardware software and network issues promptly. Escalate complex issues to higher-level support teams when required. Maintain detailed and accurate documentation for all incidents and resolutions. Ensure adherence to IT policies security protocols and best practices. Support IT asset management including tracking and maintaining inventory. Provide technical guidance and training to end-users as needed.

Key Responsibilities:

Handling Manage incoming calls professionally ensuring clear communication active listening and prompt resolution or escalation of issues.

Management Log track and resolve incidents within agreed SLAs aiming for maximum First Call Resolution (FCR) to improve efficiency and user satisfaction. Service Request Fulfilment Process and complete user requests (e.g. account setup software installation).

& Network Support Assist in maintaining endpoint devices network connectivity and system performance.

Support & Training Provide guidance on IT tools applications and security awareness.

& Reporting Maintain records in the ITSM system and prepare incident trend reports.

Handling Identify and escalate recurring or high-priority issues to the appropriate teams.

Improvement Suggest and implement process improvements to enhance service quality.

Required Skills and Experience:

degree in computer science or related field (or equivalent work experience).

2.4-6 years of experience in IT support help desk or service desk environment.

knowledge of Windows and macOS operating systems Microsoft 365 and Active Directory.

-on experience with IT service management (ITSM) tools such as ServiceNow Jira or ManageEngine.

of networking fundamentals (TCP/IP DNS DHCP VPN LAN/WAN).

with ITIL framework and service management best practices.

troubleshooting skills for hardware software and network issues.

in remote desktop support and use of remote access tools.

to prioritize and manage multiple tasks in a fast-paced environment.

verbal and written communication skills for user interaction and documentation.

certifications such as CompTIA A ITIL Foundation Microsoft Certified: Modern Desktop Administrator (preferred).

TECHNICAL SKILLS /COMPETENCIES:

& Software Troubleshooting Diagnosis and resolution of desktop laptop printer and peripheral issues.

Systems Support Windows macOS and basic Linux administration.

365 Administration Outlook Teams SharePoint OneDrive and Exchange Online.

Directory Management User account creation password resets group policy and access rights.

Fundamentals LAN/WAN troubleshooting IP configuration VPN setup and Wi-Fi connectivity issues.

Processes Incident Problem and Request Management best practices.

Systems Proficiency in tools like ServiceNow Jira ManageEngine or similar.

Support Tools TeamViewer AnyDesk Microsoft Remote Desktop etc.

Asset Management IT inventory tracking and lifecycle management.

OPTIONAL

with macOS

of cloud platforms such as Microsoft Azure or AWS.

with VOIP systems and unified communications troubleshooting.

to cybersecurity tools (firewall logs endpoint detection MFA administration).

asset lifecycle management experience (procurement disposal refresh cycles).

of backup and disaster recovery solutions (Veeam Acronis Unitrends).

with remote working solutions (Citrix VPN VDI environments).

communication skills for supporting diverse user bases.

9. Industry certifications such as CompTIA Network Microsoft Certified: Modern Desktop Administrator or HDI Support Center Analyst.