Job Title: Helpdesk / Service Desk Executive Client & Project: Accenture-JSW Location: Electronic City Phase 1, Bangalore, Karnataka Employment Type: Full-time, On-site-24*7 Rotational Shifts-6 Working Days Experience Required: 3+ years Job Summary: We are seeking a skilled and customer-focused Service Desk L2 Engineer to provide advanced technical support and issue resolution. You will act as an escalation point for the L1 team, troubleshoot complex IT issues, and ensure prompt service delivery while maintaining high customer satisfaction. Key Responsibilities: Respond to and resolve escalated technical issues from L1 support via phone, email, chat, or ticketing systems (e.g., ServiceNow, Jira, Zendesk). Troubleshoot hardware, software, networking, and system issues (Windows, macOS, Office 365, VPN, printers, etc.). Handle user account administration (Active Directory, Azure AD, Exchange, M365). Diagnose and resolve issues related to end-user devices, virtual desktops, remote access, and mobile device management. Perform system checks, patch management, and routine maintenance tasks. Collaborate with infrastructure, network, and application teams for complex incident resolution. Create and update technical documentation, knowledge base articles, and standard operating procedures (SOPs). Monitor ticket queues, follow SLAs, and ensure timely incident and service request resolution. Participate in IT projects and initiatives such as onboarding/offboarding, migrations, and deployments. Provide mentoring and guidance to L1 support team members. Required Skills: Proficiency in using ticketing tools like ServiceNow. Strong understanding of ITIL frameworks and service desk operations. Excellent communication skills, both verbal and written. Ability to work in a fast-paced environment and handle multiple tasks simultaneously. Familiarity with remote desktop applications and support tools. Basic knowledge of networking concepts and troubleshooting. Preferred Qualifications: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant certifications such as ITIL Foundation, CompTIA A+, or Microsoft Certified Professional (MCP). Experience in supporting enterprise-level IT environments. Work Environment: Location: Electronic City Phase 1, Bangalore — a major IT hub with excellent connectivity and amenities. Shift: Rotational (including evenings, weekends, and holidays). Immediate joining preferred. Job Type: Full-time Pay: ₹17,953.90 - ₹25,836.33 per month Shift: Rotational shift Work Location: In person
