Engineer Helpdesk

Cbts; Chennai District; Hybrid; INR 300,000 - 540,000; Full time

Job summary

Cbts is seeking an experienced Desktop Support Engineer in Chennai to deliver reliable end-user IT support and uphold service quality. You will maintain Windows workstations, Office 365, Active Directory, and ITIL-aligned processes while collaborating with IT teams to implement security policies and system updates.

Strong documentation, knowledge base maintenance, and customer service skills are essential. The role requires proactive issue identification, timely ticket resolution, and adherence

Qualifications

• 3+ years of desktop support experience within a structured ITIL environment.
• Proficient in Windows OS, Office 365 and Active Directory management.
• Experience diagnosing incidents and coordinating with Level 2 support.
• Strong customer service and documentation skills.

Responsibilities

• Provide day-to-day desktop support and helpdesk operations per SLA.
• Diagnose and resolve incidents and service requests independently.
• Drive standardization in desktop images, configurations, and security.
• Manage IT asset lifecycle including provisioning, upgrades, decommissioning.
• Maintain documentation, SOPs, and knowledge base for end-user support operations.
• Respond to tickets, calls, and emails promptly; escalate when needed.
• Install, configure, and troubleshoot OS, applications, peripherals.
• Monitor system performance and identify potential issues proactively.
• Escalate complex issues to Level 2 with complete logs.
• Ensure ITIL processes: Incident, Request, Problem, Change.
• Collaborate with IT teams to implement security policies and updates.

Skills

MS Active Directory

Mobiles-Support

PC Hardware-Support

Peripherals-Support

Customer Service support

Windows

MS Office Apps

O365

ITIL

ServiceNow - ITSM

Job description

Experience 3+ Years

Key Responsibilities

• Provide day-to-day desktop support and helpdesk operations, ensuring adherence to defined SLAs and service quality metrics.
• Diagnose and resolve incidents and service requests independently while meeting established SLAs.
• Drive standardization in desktop images, configurations, and security compliance.
• Ensure IT asset lifecycle management, including provisioning, upgrades, and decommissioning.
• Maintain documentation, SOPs, and knowledge base for end-user support operations.
• Respond to tickets, calls, and emails promptly; ensure timely resolution and escalation when needed.
• Install, configure, and troubleshoot operating systems, applications, and peripheral devices.
• Monitor system performance and proactively identify potential issues.
• Escalate complex or unresolved issues to Level 2 support teams with complete troubleshooting documentation.
• Ensure compliance with ITIL processes including Incident, Request, Problem, and Change Management.
• Collaborate with IT teams to implement security policies and system updates.

Key Performance Indicators (KPIs)

• SLA adherence for incident and request resolution.
• First-call resolution rate.
• Average response and resolution times.
• End-user satisfaction and feedback scores.
• Reduction in repeat incidents.
• Compliance with endpoint security and patch standards.
• Ticket backlog and queue management efficiency

Skill & Competency Profile (Can make additions at time of hiring)

Technical Skills

Must Have Skills

• MS Active Directory
• Mobiles-Support
• PC Hardware-Support
• Peripherals-Support
• Customer Service support
• Windows
• MS Office Apps
• O365
• ITIL
• ServiceNow - ITSM