Service Desk Engineer 2

Service Desk Associate

(4 to 5 years of experience)

Job Summary:

Under the direction of the Service Desk Lead or Manager, the Service Desk

Associate is responsible for providing first-level technical support to end-users

across various platforms and tools. The role demands confident client

interaction, effective troubleshooting, and adherence to internal service

standards and SLAs. The associate will work closely with global teams to ensure

timely resolution and documentation of technical issues.

Essential Responsibilities:

• Provide first-level technical support via phone, email, chat, or remote

tools.

• Confidently interact with clients and stakeholders to ensure highquality service delivery.
• Troubleshoot and resolve issues related to:
• Windows OS (10/11)
• Printers and peripheral devices
• Active Directory (user account management, group policies)
• Office 365 (Outlook, Teams, OneDrive, SharePoint)
• Windows Virtual Desktop (WVD)
• Remote access tools and VPN connectivity
• SharePoint access and basic administration
• User provisioning and de-provisioning
• Network connectivity (basic LAN/WAN troubleshooting)
• Mobile device management (MDM)
• Endpoint protection and antivirus tools
• Software installation and patching
• Remote desktop tools (e.g., TeamViewer, AnyDesk, RDP)
• Maintain accurate documentation of issues and resolutions in the

ticketing system.

• Escalate unresolved issues to higher-level support teams as needed.
• Ensure compliance with SLAs and internal service standards.

Essential Qualifications and Experience:

• 4 to 5 years of relevant experience in IT support or service desk

operations.

• Prior experience in remote support and enterprise IT environments.
• Hands-on experience with ITSM tools (e.g., ServiceNow, Remedy,

Freshserve).

Skills & Abilities:

• Excellent verbal and written communication skills.
• Strong client-facing presence with high confidence and

professionalism.

• Ability to work independently and collaboratively in a fast-paced

environment.

• Solid understanding of remote support tools and enterprise IT

infrastructure.

• Strong attention to detail and problem-solving skills.
• Ability to prioritize tasks and manage multiple issues simultaneously.
• Preferred Certifications (Optional):
• ITIL Foundation
• Microsoft Certified: Modern Desktop Administrator Associate
• CompTIA A+, Network+, or equivalent

Work Location: Bengaluru

Shift: Night Shifts / Late Evening Shifts