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Engineer - Service Desk

Engineer - Service Desk

MANN+HUMMEL

5 years

0 Lacs

hayathnagar telangana india

Posted:1 day ago| Platform:

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Skills Required

service support management itil chat servicenow resolve software network documentation updating procedural communication troubleshooting vpn certification

Work Mode

On-site

Job Type

Full Time

Job Description

Role Summary

We are looking for a proactive and customer-focused Service Desk Analyst with 2–5 years of experience in IT support and incident management. The role involves handling end-user issues, adhering to ITIL processes, and ensuring timely incident resolution to maintain high service quality and customer satisfaction.

Main Tasks

Act as the first point of contact for all IT-related incidents and service requests via phone, chat, or ticketing system.
Log, categorize, and prioritize incidents based on impact and urgency in ServiceNow (or other ITSM tools).
Troubleshoot and resolve hardware, software, and network issues within agreed SLAs.
Escalate unresolved incidents to the appropriate L2/L3 teams, ensuring proper handover and documentation.
Follow ITIL-based Incident Management and Request Fulfillment processes.
Provide end-user support for standard applications, systems access, and password resets.
Maintain detailed and accurate ticket documentation and work logs.
Contribute to the Knowledge Base by creating and updating procedural guides and FAQs.
Participate in incident reviews and continuous improvement initiatives.
Ensure high customer satisfaction through effective communication and timely updates.

Your Profile

Bachelor’s degree in IT, Computer Science, or related field.
2–5 years of experience in IT Service Desk or technical support.
Strong understanding of ITIL processes, especially Incident Management.
Hands-on experience with ServiceNow, Remedy, or similar ITSM tools.
Excellent troubleshooting skills for Windows, O365, VPN, and basic networking.
Strong written and verbal communication skills.
Ability to work in a fast-paced, global support environment.
ITIL v3/v4 Foundation certification preferred.

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