The Desktop Support Engineer with a focus on Incident Management acts as a vital escalation point for end-user computing disruptions. You will diagnose, triage, and resolve hardware, software, and network connectivity incidents for local and remote employees. Your core objective is to minimize business downtime, maintain accurate incident lifecycle records in the ITSM tool, and ensure Service Level Agreements (SLAs) are met or exceeded
Triage & Prioritization: Receive, log, and prioritize incoming desktop and laptop incidents based on business impact and urgency using the corporate ITSM ticketing system (e.g., ServiceNow, Jira Service Management)
Troubleshooting & Diagnostics: Perform Tier 2/3 remote and hands-on troubleshooting for Windows/macOS operating systems, Microsoft 365, VPN/network connectivity, local printers, and enterprise software
Vendor & Escalation Coordination:
Escalate unresolved or complex infrastructural and application issues to Tier 3 specialist teams or external hardware/software vendors while tracking progress to closure.
Communication & Closure: Provide regular, skilled updates to end-users on issue status, verify final restoration of service, and document resolution steps accurately before ticket closure
Knowledge Management: Contribute troubleshooting steps and workarounds to the internal IT knowledge base to drive first-contact resolution (FCR) improvements
If the jd aligns with your roles and responsibility share us your updated resume to
[email protected] or WhatsApp (phone hidden)
Looking for female candidates only . The interview will be F2F
📌 Desktop Support - Female Candidate (Immediate Joiner )- Bangalore (Bengaluru)
🏢 3i Infotech
📍 Bengaluru