Desktop Support Engineer(End User Support-ServiceNow)

Akana Services; Mumbai; On-site; INR 450,000 - 650,000; Full time

Job summary

Akana Services in Mumbai is seeking an experienced IT helpdesk professional to join our End-User Support team. You will handle desktop/laptop hardware, OS support, and basic network issues while ensuring high SLA adherence.

With 4+ years of experience, you will work on ServiceNow incident management, assist in onboarding/offboarding, maintain asset records, and escalate complex problems to L3 teams to keep users productive.

Qualifications

• 4+ years of experience in IT support or service desk.
• Proficient in ServiceNow, incident management, and end-user support.
• Experience with desktop/laptop hardware and OS support.

Responsibilities

• Support for desktops, laptops, and peripherals.
• Perform hardware installation, replacement, and basic troubleshooting.
• Manage device lifecycle (allocation, tracking, refresh, decommission).
• Support OS (Windows), software installation, and patching.
• Handle basic network issues (Wi‑Fi, VPN, LAN, DNS/DHCP).
• Manage tickets and ensure SLA compliance.
• Assist onboarding/offboarding and user setup.
• Assist in maintaining assets and support documentation.
• Escalate complex issues to L3 teams +

Skills

Enduser support

Incident management

Tools

ServiceNow

Job description

Experience:4+years

Prefer: Immediate to 15days joiners

Mandatory: ServiceNow,Enduser support,incident management

• Support for desktops, laptops, and peripherals
• Perform hardware installation, replacement, and basic troubleshooting
• Manage device lifecycle (allocation, tracking, refresh, decommission)
• Support OS (Windows), software installation, and patching
• Handle basic network issues (Wi‑Fi, VPN, LAN, DNS/DHCP)
• Manage tickets and ensure SLA compliance
• Assist onboarding/offboarding and user setup
• Assist in maintaining assets and support documentation
• Escalate complex issues to L3 teams +