Service Desk Engineer

ITC Infotech; Gurugram District; On-site; INR 300,000 - 540,000; Full time

Benefits offered by this job

None

Job summary

ITC Infotech in Gurugram is seeking a Service Desk professional to respond to incidents and service requests, manage ticket lifecycles, and provide timely, high-quality IT support to employees. You will work onsite 5 days a week, collaborate with multiple teams, and demonstrate strong English communication, multitasking, and a customer-first attitude, while building ITIL knowledge and technical skills.

Experience with Windows 11, Outlook/Exchange, SharePoint, Citrix ICA, AS400, NexThink, and

Qualifications

• Experience in service desk or IT support.
• Familiarity with Windows 11 OS and Microsoft applications is preferred.
• Excellent written and verbal communication in English.

Responsibilities

• Respond quickly to service requests and incidents.
• Manage incidents and service requests via phone, self-service tickets, or email.
• Record and classify data in the incident system (Service-Now) and maintain integrity of records.
• Diagnose remotely, provide solutions, and route requests to appropriate teams.
• Assess impact/risk and escalate when necessary.
• Provide user administration support (password resets).
• Coordinate IT requests from initial review to assignment and progress updates.
• Communicate IT service disruptions/outages to customers and provide MI/reports.

Skills

English communication

Customer service

Team player

Time management

Tools

Windows 11

Office 365

Exchange

SharePoint

Citrix ICA client

AS400 Client Access

NexThink

Job description

Role : Service Desk

Location : Gurugram

Mode of work : 5 Days Onsite

Responsibilities

• Respond quickly to all service requests and incidents.
• Manage incidents and service requests reported over the phone, employee self-service tickets or in few cases e-mails:
• Recording, classifying and maintaining the integrity of data within the incident and service request recording system, Service-Now.
• Online diagnosis and investigation via remote access applications and providing quality information, providing solution and routing requests or issues to the appropriate support teams, as required.
• Assessing the impact and risk of incidents and timely escalation.
• Handling customer queries and resolving incidents which are within the scope of service desk using remote access software.
• Monitoring, tracking and reviewing the progress of an incident, and keeping the customer informed.
• Provide basic user administration support i.e. network password re-sets, application password reset .
• Manage IT requests submitted by customers initial review and evaluation of the request, allocation to the appropriate service provider, review of progress of the request and communication to customers.
• Relay information updates on IT service disruptions / outages to customers.
• Provide management information and reports on IT service trends.
• Constantly work towards technical skills enhancement and always work as a team player.

Technical

• Knowledge of Windows 11 OS, and virtual desktop interface.
• Familiar with Outlook 365, Exchange, SharePoint and other Microsoft applications.
• Working knowledge of Intranet and Internet applications.
• Knowledge of AS400 Client Access
• Citrix ICA client experience
• ITIL foundation certificate (added advantage, not mandatory).
• Knowledge of Cloud Computing, Office 365
• Knowledge of NexThink
• Knowledge on Co-pilot

Business / Interpersonal Skills

• Good listening skills
• Complaint management skills
• Flexible to work in shifts to cover multiple time zones.
• Fluent in English with excellent verbal and written communication skills.
• Proven commercial aptitude with good customer service skills
• Ability to multi-task, prioritise workload and work under pressure.
• Ability to adapt to continuously changing procedures and environment.
• Organised with good attention to detail.
• A positive can do will do’ attitude is essential.
• Team player with strong inter-personal skills.