IT Service Desk Engineer

4 weeks ago

Mumbai, Maharashtra, India Burns Mcdonnell Full time
Job Description

Responsibilities:

- Serve as the initial point of contact for all IT support requests, incidents, and inquiries via phone, email, or ticketing system (ServiceNow).
- Troubleshoot and resolve hardware, software, and network issues on laptop and other peripherals.
- Maintain accurate and timely updates of all assigned tickets within the ServiceNow system.
- Escalate complex or unresolved issues to appropriate support teams while maintaining ownership and communication with the end user.
- Perform user account management tasks including onboarding, offboarding, password resets, and permissions adjustments in Active Directory and related systems.
- Ensure all service level agreements (SLAs) are met and documented appropriately.
- Participate in documentation of technical processes, FAQs, and knowledge base articles.
- Support IT asset management and inventory processes.
- Provide remote and in-person support as needed.
- Participate in on-call rotation or extended hours support, if required.

Qualifications

- Bachelors degree required. Preferred in Information Technology or a related field.
- Minimum of 3 years of experience in an IT Service Desk or technical support role.
- Proficient in using ServiceNow for ticketing and ITSM processes.
- Strong knowledge of Windows OS, Office 365, and common laptops and user applications.
- Understanding of networking fundamentals (TCP/IP, DNS, DHCP).
- Experience with Active Directory and basic user management tasks.
- Excellent verbal and written communication skills.
- Strong customer service orientation and troubleshooting abilities.

Preferred:

- ITIL Foundation certification.
- Experience with remote support tools (e.g., RDP, Zoho Quick Assist, Teams)
- Familiarity with Mac OS and Conference room equipment.

Working Conditions

- Ability to work in rotational shift for 24x7 support to users across the globe.
- Flexibility to work outside normal business hours or weekends as needed for system maintenance or project delivery.

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