Service Desk Engineer

ITC Infotech; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

ITC Infotech in Mumbai (India) is seeking a proactive Service Desk Lead Engineer with 3 to 5 years of experience to own the service desk queue, drive metrics, and serve as a technical escalation point. You will use ManageEngine ServiceDesk Plus, MS Excel, and MS PowerPoint to report on performance and create executive presentations for reviews.

This role emphasizes ownership, analytics, and cross-functional collaboration.

Qualifications

• 3 to 5 years in active Service Desk or IT Help Desk.
• Bachelor’s degree in CS/IT/BA or related field.
• Experience with enterprise ITSM suites and ManageEngine.
• Strong analytical reporting using MS Excel.
• Excellent communication and leadership skills.

Responsibilities

• Lead daily operations of the Service Desk queue with triage, assignment, and escalation.
• Own KPIs: FCR, MTTR, and SLAs across priorities.
• Create executive-ready MS PowerPoint presentations and dashboards.

Skills

ITSM Platforms

ManageEngine ServiceDesk Plus

MS Excel

MS PowerPoint

Windows AD

Office 365

TCP/IP DNS

ITIL

Leadership

Communication Skills

Education

Bachelor's degree in CS/IT/BA or related field

Tools

ServiceDesk Plus

OpManager

Microsoft Excel

Microsoft PowerPoint

Active Directory

DNS

Job description

Role Overview

We are seeking a proactive, analytical, and highly skilled Service Desk Lead Engineer with 3 to 5 years of experience to guide our IT support operations. In this role, you will be much more than a ticket router. You will take active ownership of the service desk queue, drive critical operational metrics, act as a technical escalation point, and translate support data into actionable insights for management.

The ideal candidate will possess deep experience in modern ITSM toolswith a strong preference for the ManageEngine suite (ServiceDesk Plus)—and demonstrate excellent analytical capabilities using MS Excel and MS PowerPoint to support operational reporting and stakeholder reviews.

Key Responsibilities

1. Incident & Request Management

• Lead the daily operations of the Service Desk queue, ensuring timely triaging, assignment, and escalation of incidents and service requests.
• Move beyond basic ticket routing by actively troubleshooting complex issues and fostering a culture of technical ownership.
• Act as the primary escalation point for unresolved Level 1 and Level 2 support issues.

2. Service Level & Metrics Ownership

• Monitor, track, and report on key Service Desk Performance Indicators (KPIs) to drive continuous service improvement.
• Take direct accountability for meeting and exceeding:
  • First Contact Resolution (FCR) targets through technical guidance and knowledge base management.
  • Mean Time to Resolution (MTTR) reductions by optimizing troubleshooting workflows.
  • Response and Resolution Service Level Agreements (SLAs) across different priority levels.
• Identify recurring incidents and work closely with problem management teams to address root causes.

3. Reporting, Analytics & Presentations

• Leverage MS Excel (including pivot tables, advanced formulas, VLOOKUPs, and data visualization) to analyze ticket trends, volume spikes, and engineer performance.
• Design and prepare polished, executive-ready presentations using MS PowerPoint to support Monthly/Quarterly Business Reviews (QBRs) and operational reporting for leadership.
• Build and maintain intuitive reporting dashboards within the ITSM platform to give real-time visibility into support health.

Required Skills & Qualifications

Technical & Tooling Skills:

• ITSM Platforms: Hands-on experience working with enterprise ITSM suites. Strong, hands-on familiarity with ManageEngine (ServiceDesk Plus / OpManager) is highly preferred.
• Analytical Tools: Advanced proficiency in MS Excel (data cleaning, formulas, pivot tables, charts) for deep-dive performance reporting.
• Presentation Tools: Strong command of MS PowerPoint to build clean, professional, and impact-driven slides for leadership.
• Technical Breadth: Good understanding of Windows/Active Directory, Office 365, basic networking (TCP/IP, DNS), and hardware troubleshooting.
• ITIL Framework: Solid understanding of ITIL processes (Incident, Request, Problem, and Change Management). ITIL v3 or v4 Foundation certification is a strong plus.

Process & Metric Driven Skills:

• Proven track record of managing and improving FCR, MTTR, and keeping breach rates minimal for Response and Resolution SLAs.
• Experience with shift handovers, escalation matrices, and queue management.

Soft Skills & Leadership:

• Excellent written and verbal communication skills, with the ability to translate technical metrics into business impact.
• Outstanding problem-solving skills and a calm demeanour under high-pressure scenarios.

Education & Experience

• Experience: 3 to 5 years of experience in an active Service Desk or IT Help Desk environment, with at least 1 year in a senior, senior-resource, or shift-lead capacity.
• Education: Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field (or equivalent practical experience).