Role & responsibilities

- 6-8 years of experience in IT Service Desk / End User Support
• Provide second-level support for complex technical issues and escalations
• Perform advanced troubleshooting for OS, application, network, and device issues
• Conduct root cause analysis and implement permanent fixes
• Manage user access, group policies, and advanced configurations in AD/IAM
• Handle escalated onboarding/offboarding and access-related issues
• Troubleshoot network issues (VPN, DNS, IP conflicts, connectivity issues)
• Support patching, software deployments, and system upgrades
• Work closely with L3 teams, vendors, and other IT functions for resolution
• Ensure SLA adherence and drive faster resolution of critical incidents
• Maintain and improve knowledge base, SOPs, and troubleshooting guides
• Support audit, compliance, and security requirements
• Monitor recurring issues and recommend process improvements/automation
• Robust understanding of O365, endpoint security, and enterprise IT tools
• Strong communication skills (spoken and written)

Regards,

Pallavi

📌 Service Desk Engineer (Bengaluru)
🏢 Incedo
📍 Bengaluru