Service Desk Lead

Job Title: Service Desk Analyst

Experience: 8+ Years
Shift: 24*7 shift

Work Mode: In Office & ODC

Location: Greater Noida

Please share your resume to [email removed] along with below details:

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Ok for 24*7 Shift:

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Role Overview:

We are looking for an experienced Service Desk L2/L3 Engineer to provide advanced technical support in a 24x7 enterprise environment. The role involves troubleshooting complex infrastructure, application, endpoint, network, and access management issues, ensuring rapid resolution and high service availability.

Key Responsibilities

• Provide L2/L3 support for incidents, service requests, and major incidents.
• Troubleshoot and resolve complex issues related to Windows, Active Directory, Microsoft 365, Exchange Online, VPN, MFA, and endpoint devices.
• Support user account management, access provisioning, group policies, and identity management.
• Diagnose network connectivity, DNS, DHCP, Wi-Fi, and remote access issues.
• Handle escalations from L1 teams and coordinate with Infrastructure, Security, Cloud, and Application teams.
• Perform root cause analysis (RCA) and implement permanent fixes for recurring issues.
• Manage incidents and requests through ServiceNow while ensuring SLA compliance.
• Create and maintain technical documentation, SOPs, and knowledge base articles.
• Participate in Major Incident Management (MIM), problem management, and continuous service improvement initiatives.

Required Skills

• Strong experience in ServiceNow/ITSM tools.
• Hands-on expertise in Active Directory, Azure AD/Entra ID, Microsoft 365, Windows Server, Exchange Online, Intune, VPN, and endpoint management.
• Good understanding of networking concepts (DNS, DHCP, TCP/IP, VPN).
• Experience in incident, problem, and change management processes.
• Excellent troubleshooting, communication, and stakeholder management skills.
• Willingness to work in rotational shifts.

Preferred Skills

• ITIL Foundation Certification.
• Experience in Healthcare, BFSI, or Enterprise Support environments.
• Knowledge of Azure, Citrix, VDI, SCCM, Intune, Security Tools, Epic/Healthcare Applications