Service Desk Engineer -- Nagpur, Noida

Job Summary:

We are seeking a highly motivated and customer-focused Service Desk Engineer to provide first-level technical support for end-users. The ideal candidate will have a strong technical background, excellent communication skills, and a passion for solving problems. You will be responsible for diagnosing and resolving technical issues, managing service requests, and ensuring a high level of customer satisfaction.

Key Responsibilities:

• Respond to and resolve technical issues via phone, email, chat, and ticketing systems.

• Provide support for Windows/Mac operating systems, Microsoft 365, VPNs, printers, and mobile devices.

• Troubleshoot hardware, software, and network connectivity problems.

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

• Escalate complex issues to Level 2/3 support or relevant teams.

• Follow up with users to ensure full resolution of issues.

• Maintain asset records and perform regular audits.

• Contribute to internal documentation and knowledge base articles.

• Assist with onboarding and offboarding of employees, including account provisioning and equipment setup.