Lucknow, Uttar Pradesh
Job Summary
The Service Desk Engineer serves as the first point of contact for end users, providing technical support and resolving IT-related incidents, service requests, and queries. The role focuses on delivering high-quality customer service, ensuring SLA compliance, and maintaining operational excellence through effective troubleshooting and incident management. Responsibilities align with ITIL-based service management practices.
Key Responsibilities
Key Responsibilities Provide technical support through phone, email, chat, and remote support channels. Log, categorize, prioritize, track, and resolve incidents and service requests using ticketing tools such as ServiceNow or Remedy. Troubleshoot hardware, software, operating systems, network, and application-related issues. Perform user account administration, password resets, access management, and mailbox-related support. Ensure incidents are resolved within agreed SLAs and escalate unresolved issues to L2/L3 support teams. Maintain accurate documentation of incidents, troubleshooting activities, and resolutions. Support Microsoft Windows, Microsoft 365, Outlook, VPN, printers, and end-user devices. Participate in shift operations, including 24x7 support environments where required. Contribute to knowledge management and continuous service improvement initiatives. Deliver a high level of customer satisfaction through professional communication and ownership of tickets
Skill Requirements
Required Technical Skills Windows 10/11 Administration and Troubleshooting Microsoft Office / Microsoft 365 Support Active Directory User Administration VPN and Remote Access Support Printer and Peripheral Troubleshooting Basic LAN/WAN and Network Troubleshooting ServiceNow, Remedy, or equivalent ITSM tools Incident, Request, and Problem Management Remote Support Tools Knowledge Base Documentation Ticket Lifecycle Management Preferred Skills ITIL Foundation Certification Exposure to Global Service Desk Operations Knowledge of Azure AD and Endpoint Management Experience supporting VIP/Executive Users Basic PowerShell scripting knowledge Shift-based support experience
Other Requirements
1. Itil Foundation Certification Is Optional But Valuable For This Role
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