Role & responsibilities

Experience: 13 Years

Work Mode: Work from Office / Work from Home based on shift and business requirements

Roles & Responsibilities
Provide L1 technical support to internal users through calls, emails, and ServiceNow tickets.
Log, categorize, prioritize, track, and resolve incidents and service requests within defined SLAs.
Troubleshoot Microsoft 365 applications, Windows 11, macOS, mobile devices, browsers, printers, VPN, Wi-Fi, and MFA issues.
Perform basic Active Directory / Microsoft Entra ID administration, including password resets, account unlocks, and access management.
Provide basic SAP user support, including password assistance.
Use ServiceNow Knowledge Base articles to resolve issues and document troubleshooting steps.




Escalate complex issues to L2 support and follow ITIL-based ITSM processes.
Utilize remote support tools and GenAI assistants to improve troubleshooting efficiency.

Required Skills & Qualifications
1–3 years of experience in IT Service Desk or technical support.
Hands-on experience with ServiceNow or equivalent ITSM tools.
Basic knowledge of ITIL v4, Microsoft 365, Active Directory / Entra ID, Azure, and Intune.
Valuable communication, problem-solving, and customer service skills.
ITIL v4 Foundation certification is preferred.

📌 Service Desk Engineer Bengaluru
🏢 Pyramid IT Consulting
📍 Bengaluru