We are seeking a Service Desk Engineer with good experience in troubleshooting Active Directory, O365 and basic Server issues. /n Preferred: Immediate Joiners /n Key Responsibilities: /n /n

- Serve as the first point of contact for end users seeking technical assistance via phone, email, or ticketing system.

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- Diagnose and resolve technical hardware and software issues.

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- Escalate unresolved issues to the next level of support.

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- Log all incidents and requests accurately in the ITSM/ticketing system (e.g., ServiceNow, Jira, Zendesk).

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- Install, configure, and troubleshoot desktops, laptops, printers, and other peripherals.

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- Provide support for common software and applications (e.g., Microsoft 365, Zoom, VPN, etc.).

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- Assist with onboarding/offboarding activities including account provisioning and hardware setup.

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- Follow standard procedures and document resolutions in the knowledge base.

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- Ensure SLAs and response time targets are met.

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- Participate in IT projects and continuous improvement initiatives.

/n /n Required Qualifications: /n /n

- 1-4 years of experience in an IT support or help desk setting.

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- Strong knowledge of Windows and/or macOS operating systems.

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- Familiarity with Active Directory, Microsoft 365, and remote support tools.

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- Excellent problem-solving and multitasking abilities.

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- Strong written and verbal communication skills.

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- Customer-service oriented with a positive attitude.

/n /n Preferred Qualifications: /n /n

- Experience with ITIL framework and best practices.

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- Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified: Modern Desktop Administrator.

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- Familiarity with mobile device management (MDM) tools.

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- Exposure to cloud platforms (Azure, AWS) is a plus.

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📌 Service Desk Analyst (Madurai)
🏢 Neurealm
📍 Madurai