Service Desk Engineer

Pyramid It Consulting; Bengaluru; Hybrid; INR 400,000 - 600,000; Full time

Job summary

Pyramid It Consulting is seeking an IT Service Desk Analyst to provide frontline support to internal users. The role requires handling incidents via calls, emails, and tickets, and resolution within defined SLAs.

The ideal candidate will have 1–3 years in IT service desk, hands-on ServiceNow experience, foundational ITIL knowledge, and strong communication skills. The position combines work from office and home based on shift and business needs.

Qualifications

• 1–3 years of experience in IT Service Desk or technical support.
• Hands-on experience with ServiceNow or equivalent ITSM tools.
• Basic knowledge of ITIL v4, Microsoft 365, Active Directory / Entra ID, Azure, and Intune.
• Good communication, problem-solving, and customer service skills.
• ITIL v4 Foundation certification is preferred.

Responsibilities

• Provide L1 technical support to internal users via calls, emails, and ServiceNow tickets.
• Log, categorize, prioritize, track, and resolve incidents and service requests within SLAs.
• Troubleshoot Microsoft 365 apps, Windows 11, macOS, mobile devices, browsers, printers, VPN, Wi‑Fi, and MFA issues.
• Perform basic Active Directory / Entra ID administration, including password resets and account unlocks.
• Provide basic SAP user support, including password assistance.
• Use ServiceNow Knowledge Base to resolve issues and document steps.
• Escalate complex issues to L2 and follow ITSM processes.
• Utilize remote support tools to improve troubleshooting efficiency.

Skills

L1/L2 support

ServiceNow

ITIL v4

Microsoft 365

Active Directory / Entra ID

Azure

Intune

Customer service

Education

Bachelor's degree in IT/Computing

Job description

Role & responsibilities

Experience: 13 Years
Work Mode: Work from Office / Work from Home based on shift and business requirements

Roles & Responsibilities

• Provide L1 technical support to internal users through calls, emails, and ServiceNow tickets.
• Log, categorize, prioritize, track, and resolve incidents and service requests within defined SLAs.
• Troubleshoot Microsoft 365 applications, Windows 11, macOS, mobile devices, browsers, printers, VPN, Wi-Fi, and MFA issues.
• Perform basic Active Directory / Microsoft Entra ID administration, including password resets, account unlocks, and access management.
• Provide basic SAP user support, including password assistance.
• Use ServiceNow Knowledge Base articles to resolve issues and document troubleshooting steps.
• Escalate complex issues to L2 support and follow ITIL-based ITSM processes.
• Utilize remote support tools and GenAI assistants to improve troubleshooting efficiency.

Required Skills & Qualifications

• 1–3 years of experience in IT Service Desk or technical support.
• Hands-on experience with ServiceNow or equivalent ITSM tools.
• Basic knowledge of ITIL v4, Microsoft 365, Active Directory / Entra ID, Azure, and Intune.
• Good communication, problem‑solving, and customer service skills.
• ITIL v4 Foundation certification is preferred.