IT Service Desk Engineer

Burns & McDonnell; Mumbai; On-site; INR 450,000 - 750,000; Full time

Job summary

Burns & McDonnell in Mumbai seeks a skilled IT Service Desk Engineer to provide first- and second-line support across the organization, focusing on ServiceNow ticketing and ITSM processes. The ideal candidate has at least 3 years of IT support experience, strong knowledge of Windows OS, Office 365, Active Directory, and excellent communication to deliver customer‑oriented service while meeting SLAs.

This role requires rotational 24x7 support and occasional after-hours work to maintain system

Qualifications

• Bachelor's degree in IT or related field required.
• Minimum 3 years in IT Service Desk or technical support role.
• Proficient in using ServiceNow for ticketing and ITSM processes.
• Strong knowledge of Windows OS, Office 365, and common user applications.
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP).
• Experience with Active Directory and basic user management tasks.
• Excellent verbal and written communication skills.
• Strong customer service orientation and troubleshooting abilities.

Responsibilities

• Serve as the initial point of contact for IT support requests via phone, email, or ticketing system (ServiceNow).
• Troubleshoot and resolve hardware, software, and network issues on laptops and peripherals.
• Maintain accurate updates of all assigned tickets within ServiceNow.
• Escalate complex issues to appropriate teams while keeping end users informed.
• Perform user account management tasks including onboarding, off-boarding, password resets, and permissions in Active Directory.
• Ensure SLAs are met and documented accordingly.
• Participate in documenting technical processes, FAQs, and knowledge base articles.
• Support IT asset management and inventory processes.
• Provide remote and in-person support as needed.
• Participate in on-call rotation or extended hours support, if required.

Skills

ServiceNow

Windows OS

Office 365

Active Directory

Networking basics

Customer service

On-call support

Education

Bachelor's degree in Information Technology or related field

Tools

ServiceNow

Job description

Description

We are seeking a skilled and customer-focused IT Service Desk Engineer to join our IT support team. The ideal candidate will have a minimum of 3 years of experience in IT support roles, with strong hands‑on experience using the ServiceNow platform. This role is responsible for providing first‑ and second‑level technical support to end‑users across the organization, ensuring that service requests and incidents are resolved efficiently and effectively.

Key Responsibilities

• Serve as the initial point of contact for all IT support requests, incidents, and inquiries via phone, email, or ticketing system (ServiceNow).
• Troubleshoot and resolve hardware, software, and network issues on laptop and other peripherals.
• Maintain accurate and timely updates of all assigned tickets within the ServiceNow system.
• Escalate complex or unresolved issues to appropriate support teams while maintaining ownership and communication with the end user.
• Perform user account management tasks including onboarding, off‑boarding, password resets, and permissions adjustments in Active Directory and related systems.
• Ensure all service level agreements (SLAs) are met and documented appropriately.
• Participate in documentation of technical processes, FAQs, and knowledge base articles.
• Support IT asset management and inventory processes.
• Provide remote and in‑person support as needed.
• Participate in on‑call rotation or extended hours support, if required.

Qualifications

Required

• Bachelor's degree required. Preferred in Information Technology or a related field.
• Minimum of 3 years of experience in an IT Service Desk or technical support role.
• Proficient in using ServiceNow for ticketing and ITSM processes.
• Strong knowledge of Windows OS, Office 365, and common laptops and user applications.
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP).
• Experience with Active Directory and basic user management tasks.
• Excellent verbal and written communication skills.
• Strong customer service orientation and troubleshooting abilities.

Preferred

• ITIL Foundation certification.
• Experience with remote support tools (e.g., RDP, Zoho Quick Assist, Teams).
• Familiarity with Mac OS and conference room equipment.

Working Conditions

• Ability to work in rotational shift for 24x7 support to users across the globe.
• Flexibility to work outside normal business hours or weekends as needed for system maintenance or project delivery.

This job posting will remain open a minimum of 72 hours and on an ongoing basis until filled.