Service Desk Engineer-Chennai

Job Summary:

We are looking for a proactive and customer-focused Service Desk Engineer to provide first-line technical support to internal users. The ideal candidate will have solid troubleshooting skills, a good understanding of desktop and application support, and the ability to work efficiently under pressure.

Key Responsibilities:

• Act as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.

• Log, track, and resolve incidents and service requests using ITSM tools (e.g., ServiceNow, Jira, Freshservice).

• Provide support for desktops, laptops, mobile devices, printers, and peripheral hardware.

• Troubleshoot software issues including Microsoft 365, Windows OS, VPN, antivirus, and commonly used applications.

• Perform user account management (e.g., password resets, account creation) in Active Directory.

• Escalate complex issues to Tier 2/3 support teams as needed.

• Follow standard procedures for proper escalation of unresolved issues.

• Document solutions and create knowledge base articles for recurring issues.

• Assist in onboarding and offboarding employees (device setup, access provisioning, etc.).

• Monitor system performance and notify appropriate teams of outages or disruptions.