Service Desk Engineer

Hiring for Service Desk Engineer- Hyderabad Job Summary: We are seeking a detail-oriented, customer-focused Service Desk Analyst to provide first-level technical support to users across the organization. You will be responsible for resolving IT issues, escalating complex problems, and ensuring a high level of customer satisfaction. Key Responsibilities: Act as the first point of contact for all IT support queries via phone, email, or ticketing system. Log, track, and resolve incidents and service requests in a timely manner using ITSM tools (e.g., ServiceNow, Jira, Freshservice). Troubleshoot hardware, software, network, and printer issues. Escalate unresolved issues to appropriate technical teams. Follow ITIL best practices for incident, problem, and change management. Assist with user account management, including onboarding/offboarding and password resets. Maintain documentation for common issues and procedures. Provide remote support using tools like TeamViewer, Remote Desktop, or SCCM. Ensure compliance with company IT policies and security standards. Required Skills & Qualifications: Proven experience in a Service Desk or IT Support role (3-4 years typical). Familiarity with Windows OS, Microsoft Office 365, and Active Directory. Knowledge of ticketing systems and remote support tools. Strong problem-solving and communication skills. Customer-service orientation and ability to handle stressful situations professionally. Basic understanding of networking concepts (IP, DNS, DHCP). IT certifications (CompTIA A+, ITIL Foundation, Microsoft certifications) are a plus.