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Home
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Alp Consulting
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Service Desk Engineer

Service Desk Engineer

Alp Consulting

6 - 8 years

0 Lacs

pune

Posted:23 hours ago| Platform:

Apply

Skills Required

service desk engineer remote support service desk sla itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

Job Title:

Location:

IT Service Desk Analyst

Key Responsibilities:

Provide
first-line technical support
to end users via phone, email, or remote tools
Troubleshoot and resolve hardware, software, network, and application issues
Monitor and manage
incident tickets
, ensuring SLAs and KPIs are met
Escalate complex problems to appropriate teams with detailed documentation
Maintain and update knowledge base and documentation
Collaborate with cross-functional teams for problem resolution and process improvement
Support new joiner setups, user provisioning, and access requests
Ensure adherence to
ITIL processes
(Incident, Problem, Change Management)

Essential Skills:

6–8 years of experience in
IT Service Desk / Technical Support
Strong troubleshooting skills for
Windows OS, MS Office, VPN, Active Directory
Experience with
ticketing tools
(e.g., ServiceNow, BMC Remedy, Jira)
Excellent verbal and written
communication skills
Knowledge of
ITIL framework
and service desk best practices

Desirable Skills:

ITIL Certification (Foundation or higher)
Experience supporting
global users
in a 24x7 environment
Familiarity with remote desktop tools and MDM platforms

Educational Qualification:

Bachelor's Degree in Computer Science, IT, or related field (or equivalent experience)

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