Help Desk Support Engineer Data Centre Operations & Maintenance

Role & responsibilities

• Handle help desk operations for the Data Centre Operations & Maintenance (O&M) project.
• Log, track, update and follow up on service requests, incidents and complaints.
• Monitor tickets and ensure timely resolution as per defined Service Level Agreements (SLAs).
• Use ServiceNow or similar ticketing systems for incident tracking, escalation and reporting.
• Coordinate with electrical, HVAC, IT and other technical teams for timely incident resolution.
• Escalate unresolved incidents to the concerned technical team or supervisor.
• Maintain incident logs, service records, daily reports and documentation.
• Communicate professionally with internal teams and client representatives.
• Follow site procedures, operational protocols and reporting requirements.
• Be available for 247 rotational shift duties at Hebbal, Bengaluru.

Preferred candidate profile

• Diploma in Electrical Engineering or BCA/MCA.
• More than 2 years of experience in Help Desk Support or a related field.
• Experience in ticket management, incident tracking and service request handling.
• Knowledge of ServiceNow or similar ticketing tools.
• Understanding of SLA monitoring, escalation procedures and reporting.
• Good coordination, communication and problem-solving skills.
• Proficiency in MS Office and maintaining service records.
• Candidates with Data Centre or infrastructure support experience will be preferred.
• Willingness to work in 247 rotational shifts at Hebbal, Bengaluru.