IT Service Desk Engineer

Key Responsibilities

• Act as the first point of contact for all IT incidents and service requests
• Log, categorize, prioritize, and resolve tickets as per ITIL guidelines
• Handle incident management and request fulfillment end-to-end
• Ensure SLA adherence for all priority levels (P1–P4)
• Escalate unresolved issues to L2/L3 teams with proper documentation

Incident Priority Handling

• P1 – Critical Incident:
• Complete service outage or business impact
• Immediate response and continuous coordination until resolution
• P2 – High Priority Incident:
• Partial service disruption affecting multiple users
• Timely troubleshooting and escalation as per SLA
• P3 – Medium Priority Incident:
• Single-user issues or non-critical functionality impact
• Resolution within defined SLA timelines
• P4 – Low Priority / Service Request:
• Standard requests (access, installations, password resets)
• Fulfilled based on agreed turnaround time

Job Type: Full-time

Pay: ₹17,000.00 - ₹22,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Application Question(s):

• What is your current CTC?
• What is your notice period?

Education:

• Bachelor's (Preferred)

Experience:

• 10 key typing: 1 year (Preferred)

Location:

• Ghansoli, Navi Mumbai, Maharashtra (Preferred)

Work Location: In person