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 robust 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 communicati

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