Service Desk Engineer

CBY Services Pvt. ltd; India; On-site; INR 600,000 - 900,000; Full time

Job summary

CBY Services Pvt. ltd in India is seeking a skilled L3 Support Engineer to manage IT tickets and incidents while ensuring high service quality. The role involves communication with end-users and coordination with technical teams for efficient issue resolution.

The ideal candidate should have 2–5 years of experience in IT helpdesk coordination and familiarity with ITSM tools like ServiceNow and ManageEngine. Strong organizational and communication skills are paramount for this position.

Qualifications

• 2–5 years of experience in IT helpdesk coordination, service desk, or IT operations roles.
• Familiarity with ticketing and ITSM tools.
• Strong organizational and communication skills required.

Responsibilities

• Monitor and manage IT tickets through ITSM tools.
• Coordinate with IT teams for issue resolution.
• Prepare reports on ticket volume and SLA compliance.

Skills

IT helpdesk coordination

ServiceNow

ManageEngine

Freshservice

BMC Remedy

ITIL processes

Basic IT infrastructure knowledge

Organizational skills

Communication skills

Job description

Qualifications

• 2–5 years of experience in IT helpdesk coordination, service desk, or IT operations roles.
• Familiarity with ticketing and ITSM tools like ServiceNow, ManageEngine, Freshservice, BMC Remedy.
• Understanding of ITIL processes: incident, problem, request, and change management.
• Basic knowledge of IT infrastructure components – network devices, servers, desktop hardware, software, VPN, and endpoints.
• Strong organizational, coordination, and communication skills.
• Ability to prioritize tasks and manage time effectively under pressure.

Responsibilities

Ticket & Incident Management

• Monitor and manage IT tickets through ITSM tools (e.g., ServiceNow, ManageEngine, Freshservice, Remedy).
• Assign and escalate tickets to appropriate L1/L2/L3 support teams based on issue type and severity.
• Ensure SLAs are met for incident response, resolution, and service requests.
• Follow up on open tickets and ensure timely closure with quality resolution.
• Log major incidents and coordinate with relevant stakeholders until resolution.

Coordination & Communication

• Act as liaison between end-users and technical teams.
• Coordinate with IT infrastructure teams (EUS, network, data centre, desktop, applications) to facilitate issue resolution.
• Communicate incident updates to users and management during outages or disruptions.
• Maintain shift handover logs, status reports, and team communications.

Reporting & Documentation

• Prepare daily, weekly, and monthly reports on ticket volume, SLA compliance, and incident trends.

Tools & System Administration (Basic)

• Administer basic functions of the ITSM/ticketing platform (e.g., queue creation, user management).
• Support user onboarding/offboarding coordination (access provisioning, asset handover tracking).
• Coordinate vendor and third-party support for infrastructure or hardware issues.

The L3 Support Engineer provides advanced technical support to VIP and business users, handling complex incidents, escalations, and critical service requests. The role ensures high service quality, rapid resolution, and secure handling of executive-level systems and data.