HelpDesk Engineer 24 7 Rotational Shifts Location Bangalore Shift Rotational Reports To HelpDesk Supervisor Transport and Food allowance Relevant experience 3 Very positive communication skills Key Responsibilities Respond to user queries via email phone ticketing system or chat Handle password resets account unlocks and user access issues Triage and log all incoming incidents and service requests with proper categorization Provide first-level support for Microsoft 365 Outlook Teams OneDrive Campus portals MyStThom QuickLaunch Login and authentication issues Wi-Fi and basic connectivity Student faculty onboarding IT access-related Printer and peripheral setup assistance Escalate complex issues to Level 2 3 or university teams as per defined SOP Follow shift handover procedures and maintain accurate ticket notes Participate in training and maintain updated knowledge base entries Required Skills Experience 3 years of experience in IT HelpDesk or Service Desk support Excellent communication skills and customer-first mindset Proficiency in troubleshooting Windows OS web browsers and email platforms Familiarity with IT ticketing systems Freshservice Understanding of Microsoft 365 suite and university portals preferred Knowledge of PeopleSoft navigation-level or experience supporting ERP users is a plus Ability to follow documented SOPs escalate when needed and maintain SLA commitments Willingness to work rotational shifts including weekends and nights