Service Desk Analyst

EXO Edge Ltd.; Mohali; On-site; INR 350,000 - 700,000; Full time

Job summary

EXO Edge Ltd. is seeking experienced L1/L2 IT Service Desk professionals to join our 24x7 IT helpdesk. You will support end users, contribute to knowledge base, and help enforce IT policies.

The role emphasizes incident prioritization, remote diagnostics, and ITIL-aligned processes across MS 365, AD, and cloud services. Mohali-based onsite position with global exposure and continuous learning opportunities.

Qualifications

• Minimum 2 years of experience in an in-house IT team of a global organization.
• Bachelor's degree in Computer Science/Engineering, Information Systems Management, or equivalent experience.

Responsibilities

• Prioritize incidents and service requests according to defined processes to meet SLAs.
• Use remote tools and diagnostic utilities to aid in resolving support requests.
• Installing and configuring hardware and software components across network devices.
• Install antivirus software and ensure virus definitions are up to date.
• Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals.
• Ensure company safety and security standards are met.

Skills

IT End User Services

Remote support

Customer-facing support

Problem solving

Team collaboration

Education

Bachelor's degree in Computer Science/Engineering/ISM or related field

Tools

ServiceNow

Zendesk

Service Portal

Agent Workspace

Service Catalog

Request Management

Incident Management

Knowledge Management

CMDB

Active Directory

Office 365

Azure

Job description

We are looking for experienced L1/L2 IT Service Desk professionals to join our 24x7 IT helpdesk team providing L1/L2 support. An ideal candidate will bring a combination of hands-on technical expertise from a fast-paced and growing environment. You should be an expert in IT End User Services processes and related technologies.

In your journey, you will be:

• Ensuring smooth IT support operations
• Contributing to help desk policies, and procedures and ensuring their implementation
• Enrichment of IT support knowledge base and training

Fulfilling The Below Roles And Responsibilities

• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Use remote tools and diagnostic utilities to aid in resolving support requests.
• Installing and configuring hardware and software components throughout various network infrastructure devices.
• Install antivirus software and ensure virus definitions are up to date.
• Perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals.
• Ensuring company safety and security standards are met.

Bringing In The Below Education And Experience

• Minimum 2 years of experience in an in-house IT team of a global organization
• Bachelor's degree in either Computer Science/Engineering, Information Systems Management, or equivalent experience

Technically Sound In

• Ticketing tools: ServiceNow, Zendesk, etc.
• IT Service Management modules: Service Portal, Agent Workspace, Service Catalog, Request Management, Incident Management, Knowledge Management, and Basic Configuration Management Database (CMDB)
• Microsoft Suite of Applications: Active Directory, Office 365, Azure, and IT infrastructure
• Knowledge of Networks, DNS.

Job Location:

• Mohali