Posted 18 May, 2026
Service Desk Engineer- Pune
Diverse Lynx
Pune
Full Time
Reference: 365_569689_25-03092
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).
