Service Desk Engineer - Incident Management

JOB TITLE : Service Desk Engineer - Mumbai

QUALIFICATION : Bachelor's degree in computer science, or related field (or equivalent work experience).

CERTIFICATIONS : ITIL, CompTIA A+

EXPERIENCE : Minimum 4-6 years of hands-on experience in ServiceDesk & Remote Desktop Support.

REPORTING TO : SDM

Key Responsibilities :

1. Call Handling - Manage incoming calls professionally, ensuring clear communication, active listening, and prompt resolution or escalation of issues.

2. Incident Management - Log, track, and resolve incidents within agreed SLAs, aiming for maximum First Call Resolution (FCR) to improve efficiency and user satisfaction. Service Request Fulfilment - Process and complete user requests (e.g., account setup, software installation).

3. System & Network Support - Assist in maintaining endpoint devices, network connectivity, and system performance.

4. User Support & Training - Provide guidance on IT tools, applications, and security awareness.

5. Documentation & Reporting - Maintain records in the ITSM system and prepare incident trend reports.

6. Escalation Handling - Identify and escalate recurring or high-priority issues to the appropriate teams.

7. Continuous Improvement - Suggest and implement process improvements to enhance service quality.

Required Skills and Experience :

1. Bachelor's degree in computer science, or related field (or equivalent work experience).

2. 4-6 years of experience in IT support, help desk, or service desk environment.

3. Strong knowledge of Windows and macOS operating systems, Microsoft 365, and Active Directory.

4. Hands-on experience with IT service management (ITSM) tools such as ServiceNow, Jira, or ManageEngine.

5. Understanding of networking fundamentals (TCP / IP, DNS, DHCP, VPN, LAN / WAN).

6. Familiarity with ITIL framework and service management best practices.

7. Proven troubleshooting skills for hardware, software, and network issues.

8. Experience in remote desktop support and use of remote access tools.

9. Ability to prioritize and manage multiple tasks in a fast-paced environment.

10. Strong verbal and written communication skills for user interaction and documentation.

11. Industry certifications such as CompTIA A+, ITIL Foundation, Microsoft Certified : Modern Desktop Administrator (preferred).

TECHNICAL SKILLS / COMPETENCIES :

MANDATORY :

1. Hardware & Software Troubleshooting - Diagnosis and resolution of desktop, laptop, printer, and peripheral issues.

2. Operating Systems Support - Windows, macOS, and basic Linux administration.

3. Microsoft 365 Administration - Outlook, Teams, SharePoint, OneDrive, and Exchange Online.

4. Active Directory Management - User account creation, password resets, group policy, and access rights.

5. Network Fundamentals - LAN / WAN troubleshooting, IP configuration, VPN setup, and Wi-Fi connectivity issues.

6. ITIL Processes - Incident, Problem, and Request Management best practices.

7. Ticketing Systems - Proficiency in tools like ServiceNow, Jira, ManageEngine, or similar.

8. Remote Support Tools - TeamViewer, AnyDesk, Microsoft Remote Desktop, etc.

9. Asset Management - IT inventory tracking and lifecycle management.

OPTIONAL :

1. Experience with macOS

2. Knowledge of cloud platforms such as Microsoft Azure or AWS.

3. Familiarity with VOIP systems and unified communications troubleshooting.

4. Exposure to cybersecurity tools (firewall logs, endpoint detection, MFA administration).

5. IT asset lifecycle management experience (procurement, disposal, refresh cycles).

6. Knowledge of backup and disaster recovery solutions (Veeam, Acronis, Unitrends).

7. Experience with remote working solutions (Citrix, VPN, VDI environments).

8. Multilingual communication skills for supporting diverse user bases.

9. Industry certifications such as CompTIA Network+, Microsoft Certified : Modern Desktop Administrator, or HDI Support Center Analyst.

SOFT SKILLS : MANDATORY :

1. Strong analytical and problem-solving ability

2. Excellent written, verbal communication, and presentation skills

3. Clear and accurate documentation skills

4. Proven experience in team leadership and collaboration, with the ability to work effectively across departments and foster a cooperative work environment.

5. High attention to detail and proactive security mindset

(ref : hirist.tech)