Service Desk Engineer

TeamLease; Pune District; On-site; INR 300,000 - 420,000; Full time

Job summary

Bridgestone in Pune (Chakan) seeks a proactive Service Desk Engineer L1 to provide first-level IT support through ticketing systems. You will log, troubleshoot, resolve, and escalate IT issues while ensuring timely resolution and adherence to SLAs.

The role requires 2+ years of service desk experience, familiarity with ITSM tools, and strong Windows/Office365 knowledge. You will handle password resets, access requests, and coordinate with internal teams to ensure high user satisfaction.

Qualifications

• 2+ years of experience in Service Desk / IT Helpdesk / Technical Support.
• Hands-on experience with ITSM/Ticketing Tools like ServiceNow, Jira, Remedy or ManageEngine.
• Experience in Incident Management and Service Requests.
• Good knowledge of Windows 10/11, Office 365, Outlook, Active Directory, VPN, printers and basic networking.
• Basic understanding of LAN/WAN, TCP/IP, DNS, DHCP, and Remote Desktop.
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills.

Responsibilities

• Provide L1 technical support to end users via calls, emails and ticketing tools.
• Log, categorize, prioritize, and resolve incidents and service requests within SLAs.
• Troubleshoot issues related to Windows OS, Office 365, VPN, printers, and basic network connectivity.
• Manage user accounts: password resets, unlocks, access requests.
• Monitor and update ticket status until resolution; escalate to L2/L3 with proper details.
• Maintain documentation of incidents, resolutions and knowledge articles.
• Coordinate with internal teams and vendors for issue resolution.
• Follow ITIL processes for Incident, Request, and Escalation Management.

Skills

IT Helpdesk

ITSM Tools

Windows OS

Active Directory

VPN

Networking basics

Incident Management

Communication skills

Tools

ServiceNow

Jira

BMC Remedy

ManageEngine

Job description

Job Title: Service Desk Engineer L1

Client: Bridgestone
Payroll: TeamLease Digital
Location: Pune (Chakan)
Experience: 2+ Years
Notice Period: Immediate to 20 Days

Job Summary:

We are looking for a proactive Service Desk Engineer L1 to provide first-level IT support by handling incidents and service requests through the ticketing system. The candidate will be responsible for logging, troubleshooting, resolving, and escalating IT issues while ensuring timely resolution and adherence to SLA.

Key Responsibilities:

• Provide L1 technical support to end users through calls, emails, and ticketing tools.
• Log, categorize, prioritize, and resolve Incidents and Service Requests within defined SLAs.
• Troubleshoot issues related to Windows OS, Microsoft Office, Outlook, VPN, printers, and basic network connectivity.
• Handle user account management activities such as password resets, account unlocks, and access requests.
• Monitor and update ticket status until successful resolution.
• Escalate unresolved issues to L2/L3 support teams with proper troubleshooting details.
• Maintain accurate documentation of incidents, resolutions, and knowledge articles.
• Coordinate with internal support teams and vendors for issue resolution.
• Ensure high customer satisfaction through timely and effective support.
• Follow ITIL processes for Incident, Request, and Escalation Management.

Required Skills:

• Minimum 2+ years of experience in Service Desk / IT Helpdesk / Technical Support.
• Hands-on experience with ITSM/Ticketing Tools (ServiceNow, BMC Remedy, Jira, ManageEngine, etc.).
• Experience in handling Incident Management and Service Requests.
• Good knowledge of Windows 10/11, Microsoft Office 365, Outlook, Active Directory, VPN, Printers, and basic networking.
• Basic understanding of LAN/WAN, TCP/IP, DNS, DHCP, and Remote Desktop.
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills.