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.
Positive 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