Service Desk Engineer

Job Summary

Key Responsibilities

• Log, categorize, prioritize, and resolve incidents and service requests using ITIL processes such as incident management, request fulfillment, and initial problem diagnosis, escalating when necessary.
• Manage IT asset lifecycle including inventory tracking, procurement coordination, deployment, audits, maintenance, and disposal to ensure compliance and optimization.
• Provide first-line support for hardware, software, and network issues; update knowledge bases; and communicate progress to users while monitoring SLAs.
• Conduct asset audits, verify licensing compliance, and generate reports on asset utilization and service performance using tools like ManageEngine ServiceDesk Plus.
• Collaborate with teams on change enablement, support problem management by identifying recurring issues linked to assets, and contribute to continuous service improvement.

Required Qualifications

• Bachelor's degree in IT, Computer Science, or related field; ITIL Foundation certification preferred.
• 2-5 years in IT service desk or support roles, with experience in ITIL practices and IT asset management.
• Proficiency in ManageEngine ServiceDesk Plus or similar ITSM/ITAM tools; knowledge of SEBI compliance a plus.

Skills and Competencies

• Strong troubleshooting, communication, and customer service skills.
• Familiarity with asset discovery, lifecycle management, and reporting.