Job Title: Service Desk Engineer - Lead

Experience: 3+ Years
Location: Bangalore

Employment Type: Full-Time

Immediate joiners

Mandatory Skills

- 3+ years of IT Service Desk / Help Desk / Technical Support experience
- Solid experience with Windows OS, Microsoft Office 365, and business applications
- Hands-on troubleshooting of hardware, software, printers, VPN, Outlook, and basic networking
- Experience with ITSM/Ticketing tools (ServiceNow, Remedy, Jira, etc.)
- Knowledge of ITIL processes (Incident, Problem & Change Management)
- Excellent communication and customer handling skills
- Willing to work in 24x7 rotational shifts

Key Responsibilities

- Provide L1 technical support via phone, email, and ticketing tools.
- Troubleshoot and resolve hardware, software, Windows, Office 365, VPN, printer, and network-related issues.
- Log, track, and resolve incidents within SLA using ITSM tools.




- Escalate unresolved issues to higher support teams and follow up until closure.
- Perform user account management, password resets, and access-related activities.
- Maintain knowledge articles and ensure high customer satisfaction.
- Follow ITIL best practices and organizational support processes.

Required Skills

- Strong analytical and troubleshooting skills.
- Basic networking knowledge.
- Experience supporting end users in enterprise environments.
- Good verbal and written English communication.
- Ability to multitask, prioritize work, and collaborate with global teams.

Education: Bachelor's Degree in Computer Science, IT, or a related field.

Note: Candidates should have hands-on IT Service Desk/Technical Support experience with excellent customer support skills and be comfortable working in a 24x7 rotational support environment.

📌 Service Desk Engineer (Bengaluru)
🏢 CGI
📍 Bengaluru