Service Desk Engineer

Job Overview

The ideal candidate should have strong knowledge of ITIL processes, SLA management, and Service Desk operations, with the ability to handle incidents, service requests, and escalations while ensuring timely resolution and high-quality IT support.

Key Responsibilities

• Manage day-to-day IT Service Desk operations and ensure smooth service delivery.
• Handle and resolve IT incidents, service requests, and user queries within defined SLAs.
• Follow ITIL best practices for Incident Management, Problem Management, Change Management, and Service Request Management.
• Monitor SLA performance, ticket ageing, resolution timelines, and escalation metrics.
• Ensure proper ticket logging, categorization, prioritization, tracking, and closure.
• Coordinate with L2/L3 support teams and other technical teams for timely issue resolution.
• Identify recurring incidents and contribute to root cause analysis and service improvement initiatives.
• Maintain accurate documentation, knowledge base articles, and operational reports.
• Ensure adherence to defined service desk processes, policies, and quality standards.
• Provide regular updates to stakeholders on critical incidents and pending issues.

Required Skills & Competencies

• 2–4 years of experience in IT Service Desk / IT Support Operations.
• Strong understanding of ITIL framework and IT Service Management (ITSM) processes.
• Good knowledge of SLA management, monitoring, and compliance.
• Hands-on experience in Service Desk operations and ticket management.
• Understanding of Incident, Problem, Change, and Request Management.
• Experience with ITSM/ticketing tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar platforms.
• Strong communication, coordination, and stakeholder management skills.
• Ability to prioritize tasks and manage multiple incidents in a time-sensitive environment.
• Strong problem-solving and analytical skills.

Preferred Qualifications

• ITIL Foundation certification will be an added advantage.
• Experience working in a structured IT support or managed services environment.
• Exposure to SLA reporting, service reviews, and operational metrics.

Pay: ₹500,000.00 - ₹1,200,000.00 per year

Work Location: In person