Service Desk Engineer

Incedo; Faridabad District, Gurugram District, Delhi; On-site; INR 400,000 - 650,000; Full time

Job summary

Incedo is seeking a skilled IT Helpdesk/End User Support specialist for 5 days a week in Faridabad, Haryana. You will provide first-level support for hardware, software, and basic network issues, manage AD/IAM tasks, and ensure SLAs are met.

Remote and on-site support will be required, with documentation and knowledge base updates. Candidate should have 4–6 years of IT service desk experience, strong communication skills, and familiarity with Windows OS and O365.

Qualifications

• 4–6 years of IT service desk experience.
• Excellent written and verbal communication in English.
• Ability to meet defined SLAs and document resolutions clearly.
• Proficiency with Windows OS, basic networking, and collaboration tools.

Responsibilities

• Provide first-level IT support for hardware, software, and basic network issues.
• Log, track, and resolve incidents and service requests within SLAs.
• Troubleshoot Windows OS, laptops/desktops, printers, and standard apps.
• Manage user accounts (AD/IAM), password resets, and access requests.
• Support onboarding and offboarding (assets and setup).
• Escalate complex issues to L2 teams as needed.
• Maintain ticket updates, documentation, and knowledge base articles.
• Ensure IT policy and security guidelines are followed.
• Provide remote and on-site user support with clear communication.
• Basic knowledge of O365, email configuration, and collaboration tools.

Skills

IT Service Desk

End User Support

First-level Support

Troubleshooting

Windows OS

AD/IAM

Onboarding

Offboarding

Network Basics

Remote Support

O365

Tools

Ticketing Systems

Job description

Hi

Work Mode - 5 Days WFO

• 4-6 years of experience in IT Service Desk / End User Support
• Provide first-level support for hardware, software, and basic network issues
• Log, track, and resolve incidents/service requests within defined SLAs
• Troubleshoot Windows OS, laptops/desktops, printers, and standard applications
• Handle user account creation, password resets, and access requests (AD/IAM)
• Support onboarding and offboarding (asset allocation, basic setup)
• Perform basic network troubleshooting (Wi-Fi, LAN, VPN connectivity)
• Install and configure end-user systems and software
• Escalate unresolved/complex issues to L2 teams
• Maintain ticket updates, documentation, and knowledge base articles
• Ensure compliance with IT policies and security guidelines
• Provide remote/user support and communicate effectively with end users
• Basic knowledge of O365, email configuration, and collaboration tools
• Strong communication skills (spoken and written)