Service Desk Engineer

Guidehouse; Chennai District; On-site; INR 600,000 - 900,000; Full time

Job summary

Guidehouse India in Chennai is seeking a Service Desk Engineer to provide global user support, diagnosing and resolving issues across operating systems, MS Office, email, and hardware. You will troubleshoot, engage with users, and escalate complex problems to higher-level IT teams to ensure smooth operations.

We expect Engineering/Science graduates with 2+ years of service desk experience, strong English communication, and readiness to work night shifts to cover USA time zones.

Qualifications

• Engineering/Science graduate required.
• Minimum 2+ years of Service Desk experience.
• Strong verbal and written English communication.
• Hands-on IT hardware management (laptops/desktops/accessories).
• Knowledge of ITIL framework and ISO 27001 concepts.
• Working knowledge of ticketing tools (prefer ServiceNow).
• Willingness to work only in night shifts.

Responsibilities

• Work as a Service Desk/ helpdesk/desktop support Engineer.
• Provide technical assistance to Global users.
• Recognize, diagnose, research, isolate, and resolve problems through engaging discussions with users.
• Troubleshoot and resolve issues related to OS, MS Office, email, applications, Internet, and hardware.
• Route complex problems to next-level IT support following correct processes.
• Solve complex, non-routine problems and suggest cost-effective solutions.
• Work night shifts to support users in USA and other locations.

Skills

2+ years of service desk experience

English communication

Hardware management (laptops/desktops)

ITIL knowledge

ISO 27001 concepts

ServiceNow / ticketing tools

Night shifts readiness

Education

Engineering/Science graduate

Tools

ServiceNow

Job description

• Work as a Service Desk/ helpdesk/desktop support Engineer.
• Will provide technical assistance to Global users
• Recognize, diagnose, research, isolate, and resolve problems through engaging discussions with users.
• Troubleshoot and resolve technical issues related to operating systems, MS Office applications, email, special applications, Internet connections, and hardware/peripheral equipment
• Route more complex problems to our internal next-level IT support staff by following correct processes and procedures.
• Solve complex, non-routine problems and determine innovative solutions through cost/benefit analysis
• Work in night shifts, to support users in USA and various other locations.

Job Family

User Support (India)

Travel Required

None

Clearance Required

None

Service Desk Engineer

What You Will Do

• Work as a Service Desk/ helpdesk/desktop support Engineer.
• Will provide technical assistance to Global users
• Recognize, diagnose, research, isolate, and resolve problems through engaging discussions with users.
• Troubleshoot and resolve technical issues related to operating systems, MS Office applications, email, special applications, Internet connections, and hardware/peripheral equipment
• Route more complex problems to our internal next-level IT support staff by following correct processes and procedures.
• Solve complex, non-routine problems and determine innovative solutions through cost/benefit analysis
• Work in night shifts, to support users in USA and various other locations.

What You Will Need

• Should be Engineering/Science graduate
• Minimum 2+ years of relevant experience in a Service Desk role
• Strong verbal and written communication skills in English
• Hands-on experience in managing IT devices such as Laptops, Desktops & Accessories
• Must have knowledge of the ITIL framework and information security concepts aligned with ISO 27001 standards
• Should have working knowledge in any ticketing tools, preferably ServiceNow
• Willingness to work only in night shifts

What Would Be Nice To Have

• Certifications such as MCP and ITIL V4
• Quick learner and eager to grow with us.

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.

At Guidehouse India, we are committed to supporting the well-being of our people and their families at every stage of life. 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.

What We Offer

At Guidehouse India, we are committed to supporting the well-being of our people and their families at every stage of life. 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.