Service Desk Engineer

Emkay; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Emkay is seeking an IT Service Desk Analyst in Mumbai to be the primary point of contact for users, handling incidents, service requests, and IT asset management in line with ITIL practices. This role ensures quick resolution and maintains asset records in a SEBI-regulated financial services environment.

You will work with ManageEngine tools for ticketing and asset tracking, assist with change enablement, and contribute to continuous service improvements.

Qualifications

• Bachelor's degree in IT, Computer Science, or related field.
• ITIL Foundation certification preferred.
• 2-5 years in IT service desk or support roles with ITIL practices and IT asset management.

Responsibilities

• Log, categorize, prioritize, and resolve incidents and service requests using ITIL processes.
• Manage IT asset lifecycle including inventory tracking, procurement coordination, deployment, audits, maintenance, and disposal.
• Provide first-line support for hardware, software, and network issues; update knowledge bases; and communicate progress to users while monitoring SLAs.
• Conduct asset audits, verify licensing compliance, and generate reports on asset utilization and service performance using tools like ManageEngine ServiceDesk Plus.
• Collaborate with teams on change enablement, support problem management by identifying recurring issues linked to assets, and contribute to continuous service improvement.

Skills

Troubleshooting

Communication

Customer service

ITIL practices

Asset lifecycle management

Asset discovery

Education

Bachelor's degree in IT or CS

ITIL Foundation certification

Tools

ManageEngine ServiceDesk Plus

Job description

Job Summary

The IT Service Desk Analyst serves as the primary point of contact for users, handling incidents, service requests, and IT asset management in line with ITIL practices. This role ensures quick resolution of issues, maintains accurate asset records, and supports operational efficiency in a SEBI-regulated financial services environment. The position integrates ManageEngine tools for ticketing and asset tracking.

Key Responsibilities

• Log, categorize, prioritize, and resolve incidents and service requests using ITIL processes such as incident management, request fulfillment, and initial problem diagnosis, escalating when necessary.


• Manage IT asset lifecycle including inventory tracking, procurement coordination, deployment, audits, maintenance, and disposal to ensure compliance and optimization.


• Provide first-line support for hardware, software, and network issues; update knowledge bases; and communicate progress to users while monitoring SLAs.


• Conduct asset audits, verify licensing compliance, and generate reports on asset utilization and service performance using tools like ManageEngine ServiceDesk Plus.


• Collaborate with teams on change enablement, support problem management by identifying recurring issues linked to assets, and contribute to continuous service improvement.

Required Qualifications

• Bachelor's degree in IT, Computer Science, or related field; ITIL Foundation certification preferred.


• 2-5 years in IT service desk or support roles, with experience in ITIL practices and IT asset management.


• Proficiency in ManageEngine ServiceDesk Plus or similar ITSM/ITAM tools; knowledge of SEBI compliance a plus.

Skills and Competencies

• Strong troubleshooting, communication, and customer service skills.


• Familiarity with asset discovery, lifecycle management, and reporting.