Managed Service Desk Engineer

Lenovo; Bengaluru; On-site; INR 400,000 - 550,000; Full time

Job summary

Lenovo Bengaluru is seeking a Managed Service Desk Engineer with 3–5 years of IT support experience to join the Managed Services team. The role provides 24x7 technical support for hardware, software, applications, and access-related issues, ensuring prompt resolution with a customer-first mindset.

You will handle incident and service request management, work with global teams, and contribute to continuous service improvement while maintaining high customer satisfaction.

Qualifications

• 3–5 years in service desk or IT support roles.
• BE / B.Tech in CS/IT/EC or related field.
• Strong troubleshooting and customer-focused mindset.
• Experience with incident and service request management.

Responsibilities

• Provide 24x7 technical support via phone, email, and chat.
• Diagnose and resolve hardware, software, and app issues.
• Document troubleshooting steps and resolutions in ticketing system.
• Escalate complex issues to appropriate teams.
• Support access and permissions management as required.

Skills

Technical troubleshooting

Incident resolution

Service Request Management

User Access Management

Root Cause Analysis

Networking basics

OS & enterprise apps familiarity

Education

BE / B.Tech in CS/IT/EC

Job description

Role Brief

Lenovo is seeking a Managed Service Desk Engineer with 3-5 years of experience to join its Managed Services team. The role is responsible for providing 24x7 technical support, ensuring prompt resolution of hardware, software, application, and access-related issues. The ideal candidate will have strong troubleshooting skills, experience in incident and service request management, and a customer-first mindset. This position offers an opportunity to work in a dynamic support environment, collaborating with global teams to deliver high-quality IT services and an exceptional customer experience.

Job Responsibilities

Technical Support & Customer Service

• Provide 24x7 technical support to customers via phone, email, and chat.


• Diagnose and resolve hardware, software, and application-related issues.


• Guide users through troubleshooting steps and problem resolution.


• Ensure timely response and resolution in accordance with service level agreements.

Incident & Service Request Management

• Log, track, and update incidents and service requests in the ticketing system.


• Prioritize incidents based on business impact and urgency.


• Ensure accurate documentation of troubleshooting steps and resolutions.


• Escalate complex issues to appropriate teams when required.

Access & Problem Management

• Manage user access requests and permissions in accordance with organizational policies.


• Investigate recurring issues and identify root causes.


• Support problem management activities to reduce repeat incidents.


• Contribute to continuous service improvement initiatives.

Required Skills

Technical Skills

• Hardware and software troubleshooting experience.


• Application support and incident resolution.


• Service Request & Incident Management.


• User Access Management.


• Problem Management and Root Cause Analysis.


• Basic to intermediate networking knowledge.


• Familiarity with operating systems, desktop environments, and enterprise applications.

Preferred Skills

• Knowledge of ITIL processes and IT Service Management (ITSM) practices.


• Experience working with ticketing and service desk tools.


• Understanding of networking concepts such as TCP/IP, DNS, DHCP, and VPN.

Soft Skills

• Strong customer service orientation.


• Excellent verbal and written communication skills.


• Analytical and problem-solving abilities.


• Ability to work in a 24x7 shift environment.


• Strong teamwork and collaboration skills.

Experience

3-5 Years of experience in Service Desk, Technical Support, IT Support, or Managed Services environment.

Education Qualification

• BE / B.Tech (Computer Science, Information Technology, Electronics, or related discipline)