Junior Service Desk Engineer

Dovel Technologies, Inc; Hyderabad; On-site; INR 180,000 - 240,000; Full time

Job summary

Guidehouse India is hiring a Junior Service Desk/Helpdesk/Desktop Support Engineer to provide first-level IT support for global users. You will log, prioritize, and resolve basic issues, and follow standard troubleshooting steps within defined SLAs.

You will work in night shifts to support users across the USA and other locations, handling incidents via calls, chats, and tickets while documenting interactions and adhering to security guidelines.

Qualifications

• Engineering or science graduate (or equivalent).
• Fresher with strong English communication.
• Basic hands-on knowledge of laptops, desktops, and peripherals.
• Understanding of Windows OS and MS Office.
• Good problem solving and analytical skills.
• Willing to work in rotational 24/7 shifts.

Responsibilities

• Provide first-level IT support via calls, chats, and tickets.
• Log and prioritize incidents and service requests per SLAs.
• Diagnose and resolve basic issues and escalate complex ones.
• Maintain documentation of incidents and solutions.
• Follow IT security policies and procedures.
• Support users across USA and other global locations in night shifts.

Skills

Communication

English Proficiency

Problem Solving

Teamwork

Education

Engineering/Science Graduate

Job description

Job Family: User Support (India) Travel Required: None Clearance Required: None

What You Will Do:

• Work as a Junior Service Desk / Helpdesk / Desktop Support Engineer, providing first-level IT support.
• Provide technical assistance to global users through calls, chats, and tickets.
• Log, prioritize, and manage incidents and service requests in the ticketing system as per defined SLAs.
• Recognize, diagnose, and resolve basic technical issues by engaging with users and following standard troubleshooting steps.
• Troubleshoot issues related to operating systems, MS Office applications, email, internet connectivity, and peripheral devices.
• Escalate or route complex issues to next-level IT support teams following standard procedures.
• Maintain proper documentation of incidents, solutions, and user interactions.
• Follow IT policies, processes, and information security guidelines.
• Work in night shifts to support users across the USA and other global locations.

What You Will Need:

• Engineering / Science graduate (or equivalent qualification).
• Experience Criteria: Fresher
• Strong verbal and written communication skills in English.
• Basic hands-on knowledge of laptops, desktops, and peripherals.
• Understanding of operating systems (Windows) and MS Office tools.
• Good problem solving and analytical skills
• Ready to work in rotational shifts covering 24/7 support

What Would Be Nice to Have:

• Strong problem-solving mindset and willingness to learn.
• Ability to quickly grasp new tools, technologies, and processes.
• Good customer service orientation and teamwork skills.

Key Competencies:

• Customer Focus
• Communication & Collaboration
• Analytical Thinking
• Learning Agility
• Process Adherence

About Guidehouse India

At Guidehouse India, we’re redefining what’s possible by creating opportunities that change lives. Guidehouse is a global professional services firm that delivers advisory, technology, and managed services to clients across both the commercial and public sectors. Our teams turn bold ideas into solutions that transform industries, strengthen communities, and drive meaningful impact worldwide. Across our Chennai, Trivandrum, and Gurugram locations, you’ll find opportunities where your passion and curiosity help shape what comes next. With cutting edge benefits, innovative learning and development programs, and a people first culture, we empower our people to lead with purpose. We continue to expand our teams and capabilities across India, investing in state-of-the-art offices and high impact work. Here, you’ll collaborate with experts from around the world, build deep expertise, explore new domains, and accelerate your professional growth while making a real impact.

What We Offer At Guidehouse India

We offer competitive compensation and a comprehensive benefits package designed to help you thrive both inside and outside the workplace. Our benefits include resources such as in house physician consultations, nutritious food options at the workplace, and confidential counseling through our Employee Assistance Program, along with other wellness focused offerings that support your overall well being. Our comprehensive learning and development programs ensure you’re continuously upskilled and ready to tackle what’s next, so you can shape your own career path while contributing to meaningful, purpose driven work.

Important Fraud Notice

All official recruitment communications from Guidehouse will come from email addresses ending in @guidehouse.com or @myworkday.com. Guidehouse never charges fees, requests money transfers, or collects payments from educational institutions for recruitment events. Please do not share banking or personal financial information with anyone claiming to represent Guidehouse for hiring purposes.

Contact Us

If you have visited our website to explore career opportunities or to apply for a position and have questions, please contact the Guidehouse Recruiting team at [e-mail]. All information you provide will be kept confidential and used only as required to support the recruitment process. To learn more about Guidehouse in India, visit www.guidehouse.com/india. Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee. Guidehouse is a global AI-led professional services firm delivering advisory, technology, and managed services to the commercial and government sectors. With an integrated business technology approach, Guidehouse drives efficiency and resilience in the healthcare, financial services, energy, infrastructure, and national security markets. Built to help clients across industries outwit complexity, the firm brings together approximately 18,000 professionals to achieve lasting impact and shape a meaningful future.

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