IT Service Desk Engineer

Location: Andheri East, Mumbai

Experience: 1+ year

Work Mode: On-Site

About the Role

We are seeking a detail-oriented and proactive IT Service Desk Engineer to support our organization’s IT operations. The role involves managing end-user support, driving service desk performance, coordinating with vendors, and ensuring smooth IT operations aligned with industry best practices.

Key Responsibilities

• End-User Support & System Management

• Analyse and evaluate software and IT systems.
• Answer IT queries from clients and staff in person, over the phone, or remotely.
• Perform system installations, upgrades, and maintenance to prevent outages.
• Create FAQ materials, training manuals, and guides for end users.

• Service Desk Operations

• Keep service desk records updated and ensure accuracy.
• Manage vendors related to Service Desk operations.
• Track and manage SLA’s and KPI’s on a monthly basis.
• Conduct daily, weekly, and monthly Service Desk meetings.
• Share regular updates with Service Desk teams.
• Create reports from all Service Desk tools.
• Ensure smooth transition of new tools or processes affecting Service Desk.
• Oversee knowledge management related to Service Desk.

• Process & Performance Improvement

• Suggest improvements to enhance IT performance and prevent issues.
• Coordinate with internal divisions to align IT services with company needs.
• Keep up with latest technological developments.
• Participate in hiring and training of Service Desk resources (at lead level).

Required Qualifications & Skills

• Associate or Bachelor’s degree in Computer Science, Information Systems, or a related field.
• Minimum 2 years of experience in end-user support and IT performance analysis.
• Strong understanding of computer hardware, software, and IT systems.
• Proficiency in task management and CRM software.
• Excellent analytical and problem-solving skills.
• Strong interpersonal, communication, and teamwork abilities.
• Effective time-management and organizational skills.

Good-to-Have

• ITIL V4 / V3 Foundation certification (preferred but not mandatory).
• Knowledge of ITIL processes (Incident Management, Service Management).
• Project management experience.
• Knowledge of cloud-telephony tools (from a reporting perspective).