Service Desk Engineer

Hexaware Technologies

Pune District, Chennai District, Bengaluru

On-site

INR 400,000 - 600,000

Full time

14 days+

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Job summary

Hexaware Technologies in Pune is seeking an experienced Service Desk professional to provide L1/L2 support for Windows OS, Office 365, Outlook, VPN, and hardware issues. You will monitor queues, resolve incidents, and ensure SLA compliance, while maintaining thorough documentation.

The role emphasizes strong communication and customer service, with exposure to ServiceNow or Jira for ticket handling and a solid understanding of Active Directory and networking concepts.

Qualifications

3–6 years of Service Desk/Desktop Support experience.
Experience with ServiceNow or Jira ticketing tools.
Strong knowledge of Windows 10/11 and Microsoft Office 365.
Good knowledge of Active Directory and networking concepts.
Good communication and customer support skills.

Responsibilities

Manage and resolve incidents/service requests through ServiceNow or Jira.
Provide L1/L2 support for Windows OS, Office 365, Outlook, VPN, and hardware issues.
Monitor ticket queues and ensure SLA compliance.
Perform user account management and password resets.
Escalate complex issues to relevant teams and maintain documentation.

Skills

Desktop support

Customer service

Communication

Tools

ServiceNow

Jira

Active Directory

Job description

Role & responsibilities

Manage and resolve incidents/service requests through ServiceNow or Jira.
Provide L1/L2 support for Windows OS, Office 365, Outlook, VPN, and hardware issues.
Monitor ticket queues and ensure SLA compliance.
Perform user account management and password resets.
Escalate complex issues to relevant teams and maintain documentation.

Preferred candidate profile