Role Description

Job Description –

We are seeking a proactive and customer-focused Service Desk Engineer to provide first-level IT support to end users across the organization. The role involves managing incidents and service requests, troubleshooting technical issues, ensuring timely resolution within defined SLAs, and delivering an excellent user support experience through multiple support channels.

Key Responsibilities

• Serve as the first point of contact for IT-related incidents and service requests.
• Deliver high-quality Service Desk support to end users through phone, email, chat, and ticketing systems.
• Log, categorize, prioritize, track, and manage support tickets using approved ITSM tools.
• Perform initial troubleshooting and issue resolution while ensuring adherence to established processes and procedures.
• Escalate unresolved incidents to appropriate support teams in accordance with the escalation matrix.
• Monitor ticket queues and ensure SLA/OLA compliance.
• Communicate proactively with users regarding ticket status, updates,



and resolutions.
• Support user onboarding and offboarding activities.
• Create and maintain knowledge base articles for recurring issues and common resolutions.
• Participate in shift handovers, operational reviews, and continuous service improvement initiatives.
• Follow standard operating procedures (SOPs), knowledge articles, and IT service management best practices.

Required Skills

Proficient

• Service Desk

Qualifications

• Bachelor's degree or Diploma in IT, Computer Science, or a related field.
• 0-4 years of experience in Service Desk or IT Support environments.
• ITIL Foundation certification preferred.

Work Setting

• 24x7 rotational shift environment (if applicable).
• Hybrid, onsite, or remote support model.
• Collaboration with cross-functional IT teams and vendors.

Skills

Customer Support, ITIL, Identity and Access Management

📌 Service Desk Engineer (Noida)
🏢 UST
📍 Noida