Experience: Minimum 3 years in IT Service Desk / End User Support
Position Type: Full time, Onsite (Client Office)
About the Role
We are looking for skilled IT Service Desk Support Engineers with excellent communication skills to provide Level 1 support for a leading organization in Mumbai. The role involves resolving day-to-day IT issues, assisting remote users via Teams/LogMeIn, and ensuring smooth IT operations under defined SLAs.
Key Responsibilities
- Act as the first point of contact for IT-related issues (phone, Teams chat, email, remote support).
- Provide L1 support including:
- Password resets, account unlocks.
- MS Office (Word, Excel, Outlook, PowerPoint) troubleshooting.
- Printing & scanning issues.
- VPN setup and basic connectivity support.
- Email configuration and troubleshooting.
- Company-specific travel request application support.
- Accurately log, track, and update incidents in Jira ticketing system.
- Escalate unresolved issues to the client's internal IT team (L2/L3).
- Ensure SLA compliance:
- P1 tickets – respond within 5 minutes.
- P2/P3 tickets – respond within 15 minutes.
- Prepare and share daily and monthly reports on support activity.
- Maintain strong professional communication with end-users (legal professionals, partners, staff).
- Adhere to ISO process guidelines and client compliance policies.
Required Skills & Qualifications
- Education: Bachelor's degree in IT/Computer Science or equivalent.
- Experience: Minimum 3 years in IT Service Desk / End User Support.
- Strong knowledge of:
- Windows OS (10/11) and common applications.
- MS Office Suite and Outlook.
- Remote support tools (Teams, LogMeIn, AnyDesk, TeamViewer).
- VPN & basic networking.
- Excellent communication skills in English (spoken & written).
- Customer-oriented with strong problem-solving skills.
- Ability to work in rotational shifts (7 AM – 11 PM).
- Must be based in or willing to relocate to Mumbai.
What We Offer
- Opportunity to work with a leading organization in a professional environment.
- Structured career path with exposure to enterprise-level IT service delivery.
- Supportive team culture with training and growth opportunities.
- Competitive salary and benefits.
📌 IT Service Desk Support Engineer (Mumbai)
🏢 Zenkins Technologies
📍 Mumbai
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