Job Description

Hiring for Service Desk Engineer - Pune
Job Summary: We are seeking a detail-oriented, customer-focused Service Desk Analyst to provide first-level technical support to users across the organization. You will be responsible for resolving IT issues, escalating complex problems, and ensuring a high level of customer satisfaction.
Key Responsibilities:

• Act as the first point of contact for all IT support queries via phone, email, or ticketing system.
• Log, track, and resolve incidents and service requests in a timely manner using ITSM tools (e.g., ServiceNow, Jira, Freshservice).
• Troubleshoot hardware, software, network, and printer issues.
• Escalate unresolved issues to appropriate technical teams.
• Follow ITIL best practices for incident, problem, and change management.
• Assist with user account management, including onboarding/offboarding and password resets.
• Maintain documentation for common issues and procedures.
• Provide remote support using tools like TeamViewer, Remote Desktop, or SCCM.
• Ensure compliance with company IT policies and security standards.

Required Skills & Qualifications:

• Proven experience in a Service Desk or IT Support role (3-4 years typical).
• Familiarity with Windows OS, Microsoft Office 365, and Active Directory.
• Knowledge of ticketing systems and remote support tools.
• Strong problem-solving and communication skills.
• Customer-service orientation and ability to handle stressful situations professionally.
• Basic understanding of networking concepts (IP, DNS, DHCP).

IT certifications (CompTIA A+, ITIL Foundation, Microsoft certifications) are a plus.