**Description** We are seeking a skilled and customer-focused IT Service Desk Engineer to join our IT support team. The ideal candidate will have a minimum of 3 years of experience in IT support roles, with solid hands-on experience using the ServiceNow platform. This role is responsible for providing first- and second-level technical support to end-users across the organization, ensuring that service requests and incidents are resolved efficiently and effectively. Key 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** Required + Bachelor's 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 equipments. 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. This job posting will remain open a minimum of 72 hours and on an ongoing basis until filled. **Job** Information Technology **Primary Location** India-Maharashtra-Mumbai **Schedule:** Contract **Travel:** No **Req ID:** 263246 **Job Hire Type** Contingent Worker (CWK) Not Applicable #BMI N/A

📌 IT Service Desk Engineer (Mumbai)
🏢 Burns & McDonnell
📍 Mumbai