Service Desk Engineer

Role & responsibilities

Experience: 13 Years

Work Mode: Work from Office / Work from Home based on shift and business requirements

Roles & Responsibilities

• Provide L1 technical support to internal users through calls, emails, and ServiceNow tickets.
• Log, categorize, prioritize, track, and resolve incidents and service requests within defined SLAs.
• Troubleshoot Microsoft 365 applications, Windows 11, macOS, mobile devices, browsers, printers, VPN, Wi-Fi, and MFA issues.
• Perform basic Active Directory / Microsoft Entra ID administration, including password resets, account unlocks, and access management.
• Provide basic SAP user support, including password assistance.
• Use ServiceNow Knowledge Base articles to resolve issues and document troubleshooting steps.
• Escalate complex issues to L2 support and follow ITIL-based ITSM processes.
• Utilize remote support tools and GenAI assistants to improve troubleshooting efficiency.

Required Skills & Qualifications

• 1–3 years of experience in IT Service Desk or technical support.
• Hands-on experience with ServiceNow or equivalent ITSM tools.
• Basic knowledge of ITIL v4, Microsoft 365, Active Directory / Entra ID, Azure, and Intune.
• Good communication, problem-solving, and customer service skills.
• ITIL v4 Foundation certification is preferred.