IT Service Desk Engineer
- Incedo
- 2 - 4 years
- Noida, Gurugram
- 29 days ago
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Job Description
Role & responsibilities
- Serve as the first point of contact for customers seeking technical assistance over the phone or email
- Provide L1/L2 remote support for incidents and service requests
- Diagnose and resolve hardware, software, network, and application issues remotely
- Troubleshoot using remote tools (RDP, VPN, remote desktop platforms)
- Log, track, and update tickets in ITSM tools (ServiceNow, Jira, etc.)
- Classify, prioritize, and resolve tickets as per SLA and priority matrix
- Handle password resets, user access, account provisioning/de-provisioning
- Escalate unresolved issues to L2/L3 teams with proper documentation
- Ensure timely ticket closure with user confirmation and quality notes
- Support Windows/Mac OS, Office 365, Outlook, Teams, and enterprise applications
- Resolve VPN, connectivity, and remote access issues
- Monitor ticket queues, alerts, and recurring incidents
- Identify repeat issues and support problem management/root cause analysis
- Perform basic system checks, updates, and patch verification where applicable
- Maintain accurate incident records and troubleshooting documentation
- Contribute to knowledge base, SOPs, and runbook updates
- Follow standard operating procedures and troubleshooting guidelines
- Communicate professionally with users, providing timely status updates and ETAs
- Ensure high customer satisfaction through effective resolution and follow-ups
- Adhere to ITIL processes (Incident, Request, Escalation, Change support)
- Comply with security policies, access controls, and audit requirements
- Ensure data privacy and confidentiality standards are maintained
- Use tools such as ServiceNow, Jira, AnyDesk, TeamViewer, SCCM, Endpoint Manager, AD/Azure AD
- Maintain SLA adherence, improve first call resolution, and control ticket backlog/aging
- Ensure high-quality ticket documentation and accurate closure notesProvide cross functional support Managing 24x7 Operations
Preferred candidate profile
- Understanding in Active Directory, IT Infrastructure (Laptop , Desktop, Servers, Storage, Virtualization, Network, Firewalls etc),
- Experience with IT Service Desk (Voice, Chat & Mail Support)
- Good knowledge & experience in IT infra & Apps first level support (Operations)
- Graduation or equivalent Degree
- Comfortable with 24*7 work environment
- Good to have ITIL Certification
- 2+ Years of experience in SD environment
- Must have good written and verbal communication skills.
- Strong conceptual and analytical skills
- Ability of adapt any new technical environment with minimal knowledge transfer efforts
- Immediate Joiner
Please share your updated resume at md*****b@in******c.com along with the following details:
- Current CTC
- Current location
- Notice period
- Expected CTC
- Comfortable with 24*7 work environment
- Available for face-to-face interview
Regards,
Wamiq
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: IT Operations ManagementEmployement Type: Full timeContact Details:
Company: IncedoLocation(s): Noida, Gurugram
Keyskills: Voice Support IT Infrastructure Support Service Now Ticketing Network Troubleshooting Incident Management IT Helpdesk ITIL IT Service Delivery Active Directory IT Service Desk Ticketing Tools Service Desk Hardware Troubleshooting IT Infrastructure Management
Incedo
Incedo Inc (formerly a part of the $4Bn Indiabulls Group) is a technology solutions and services provider headquartered in the Bay Area, USA with workforce across North America, South Africa and India (Gurgaon, Bangalore). We specialize in Data & Analytics and Product Engineering Services, with ...
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