IT Infrastructure service desk Agent

Role & responsibilities

OBJECTIVE:

As a Service Desk Engineer, youll support over 16.2 k+ users across 17 different IT user zones in Europe, ensuring smooth operations for our laboratories, offices, and VIP users. You’ll handle a wide range of IT issues, from Microsoft 365 to workplace hardware, and play a key role in delivering high-quality service.

What You’ll Do

• Provide 1st line IT support for end users across Europe.
• Troubleshoot and resolve issues related to:
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Windows 10/11
• Identity & Access Management
• Printing and patching (desktop/server)
• Application triage and routing
• Register, classify, and follow up on tickets using internal processes.
• Escalate complex issues to 2nd line support when needed.
• Contribute to documentation, knowledge base articles, and service catalog improvements.
• Identify and document workarounds and recurring issues.

What You Bring

• Experience in a Service Desk or IT support role.
• Strong troubleshooting skills, especially with Windows and M365.
• Excellent communication skills in

  English

• A proactive, “can-do” attitude and the ability to thrive in a fast-paced environment.

Nice to Have

• Experience with Windows Server, Active Directory, or networking.
• Familiarity with BMC Helix ticketing system
• ITIL Foundation certification.
• Knowledge of Azure, SCCM, or Intune.

Why Join Us?

• Work in a vibrant, multicultural team in India
• Be part of a company that values growth, learning, and internal mobility.
• Gain exposure to a modern IT environment supporting critical business operations.
• Clear path to leadership for ambitious professionals.

Personal Skills:

• Team Player
• Smart worker
• Quick learner
• Willingness to work in 24x7 shifts.

Qualification:

Experience–

PREFERED CANDIDATES:

• The successful candidate will have a self-motivated, get-it-done attitude; the ability to think critically; enjoy working with teams spread globally and across cultures; a desire to learn in new areas; and the discipline to pay attention to deadlines, details and quality.
• Good communication and interpersonal skills to interact with team in Europe
• BE Computer Science/MCA or any other Bachelor’s degree with the right experience
• Will be an added advantage if worked on Laboratory related applications