Service Desk Engineer 2

Team Computers; Bengaluru; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Team Computers in Bangalore is seeking an experienced Service Desk L2 to lead day-to-day IT service desk operations. You will ensure SLA compliance, guide the team, and coordinate with L2/L3 units for resolution.

The role requires strong IT knowledge, leadership skills, and the ability to manage incidents and reporting while maintaining service quality.

Qualifications

• Experience leading a Service Desk and managing SLA adherence.
• Strong knowledge of ITIL processes and incident/change management.
• Proficient in Windows OS, Microsoft 365, AD, Outlook, VPN and networking basics.

Responsibilities

• Lead and manage the Service Desk team.
• Monitor daily operations and ensure SLA adherence.
• Handle incident, service request, and problem management.
• Coordinate with L2/L3 teams for issue resolution.
• Prepare daily, weekly, and monthly service reports.
• Manage ticket queues and priorities.
• Conduct team meetings and performance reviews.
• Drive knowledge sharing and SOP creation.
• Ensure high customer satisfaction through timely resolution.
• Support shift planning and resource allocation.

Skills

ITSM tools

Windows OS

Microsoft 365

Active Directory

Outlook

VPN

Networking basics

ITIL

Troubleshooting

Communication

Stakeholder mgmt

Team leadership

Shift work

Education

Any Graduate/B.E./B.Tech

Tools

ServiceNow

Jira

ManageEngine

BMC Remedy

Job description

Role & responsibilities

Job Title: Service Desk L2
Location: Bangalore
Experience: 58 Years
Qualification: Any Graduate / B.E. / B.Tech (Preferred)

Job Description

We are looking for an experienced Service Desk L2 to manage the day-to-day operations of the IT Service Desk team. The ideal candidate should have strong technical knowledge, excellent leadership skills, and experience in handling IT support operations while ensuring SLA compliance.

Key Responsibilities

• Lead and manage the Service Desk team.


• Monitor daily service desk operations and ensure SLA adherence.


• Handle incident, service request, and problem management.


• Coordinate with L2/L3 teams for issue resolution.


• Prepare daily, weekly, and monthly service reports.


• Manage ticket queues and prioritize critical incidents.


• Conduct team meetings, performance reviews, and knowledge-sharing sessions.


• Ensure high customer satisfaction through timely issue resolution.


• Create and maintain SOPs and knowledge base articles.


• Support shift planning and resource allocation.

Required Skills

• Experience with ITSM tools (ServiceNow, ManageEngine, Jira, BMC Remedy, etc.).


• Strong knowledge of Windows OS, Microsoft 365, Active Directory, Outlook, VPN, and basic networking.


• Understanding of ITIL processes (Incident, Problem, Change, and Request Management).


• Excellent troubleshooting and analytical skills.


• Strong communication and stakeholder management skills.


• Experience in leading a team of Service Desk Engineers.


• Ability to work in rotational shifts, if required.

Preferred Skills

• ITIL Foundation Certification (Preferred).


• Experience in handling client escalations.


• Knowledge of reporting and SLA/KPI management.


• Experience in managing service desk operations for enterprise clients.

Location: Bangalore
Experience: 5–8 Years