Service Desk Specialist- Immediate Joiners

Xceedance; Dadri, Gurugram District; Remote; INR 600,000 - 1,200,000; Full time

Job summary

Xceedance is seeking an experienced System Admin L2 Helpdesk to support EUC/VDI, O365, and VPN issues from an offshore setup. The role emphasizes hands-on diagnostics, incident management, and collaboration with US-based stakeholders.

You will handle on-call events, maintain runbooks, and drive continual improvement. The position requires 3–5 years in IT service desk, strong English communication, ITIL familiarity, and experience with VMware and monitoring tools.

Qualifications

• Bachelor's degree in computer science, Information Technology, Engineering, or a related discipline.
• 3–5 years in IT service desk / EUC support with progressive responsibility, including significant L2 exposure.
• Strong technical capabilities O365, VDI, Network Troubleshooting, VM Ware etc
• Experience working with ITSM tools (preferably ManageEngine ServiceDesk or similar).
• Monitoring solutions (PRTG or equivalent) for alert triage and incident response.
• Good understanding of ITIL-based incident and problem management processes.
• Strong analytical and documentation skills; able to clearly summarize complex incidents for technical and non-technical stakeholders.
• Effective English communication skills for collaboration with US-based stakeholders and participation in incident calls.

Responsibilities

• Manage the service desk ticket queue during assigned shifts, ensuring timely response and proper ticket routing.
• Handle escalations related to complex multi-system user access issues, VPN/remote access issues, and VDI problems.
• Perform structured diagnostics at user/device level using logs and troubleshooting utilities.
• Interpret PRTG alerts at a technical level and validate alerts to reduce false positives.
• Own L3 incidents end-to-end, including communication and coordination with other Support Groups.
• Participate in on-call incident management and provide structured incident summaries.
• Support after-hours incident bridges and ensure proper post-incident handover to day teams.
• Maintain high-quality ticket documentation with root cause, workaround, and steps.

Skills

EUC support

ITIL knowledge

English communication

Analytical thinking

Education

Bachelor's degree in CS/IT/Engineering

Tools

ManageEngine ServiceDesk

PRTG

VMware

MS Teams / O365 administration

Job description

Role: System Admin L2 Helpdesk (24x7 Voice Support)

Location: Offshore

Shift: 24x7 Rotational (including weekends and holidays)

Reporting To: Xceedance Service Desk Manager/ Client Service Desk Manager

Key Responsibilities

Advanced EUC & Service Desk Support (L2)

• Manage the service desk ticket queue during assigned shifts, ensuring timely response, and proper ticket routing.
• Handle escalations related to:
  • a) Complex multi-system user access issues (roles, groups, permissions across different platforms).
  • b) Persistent VPN/remote access issues requiring client-side and basic network analysis (routing, DNS, latency).
  • c) VDI-related problems including performance, latency, session disconnects, profile issues, and resource constraints.
  • d) Advanced MS Teams, O365, and collaboration tool incidents (including Teams Phone / telephony in VDI environments).
• Perform structured diagnostics at user/device level:
  • a) Review local and application logs, collect traces, and use troubleshooting utilities.
  • b) Validate configuration, client settings, and policies impacting EUC/VDI/remote access.

Monitoring & Incident Response (PRTG & Other Tools)

• Interpret PRTG alerts at a more technical level (trend analysis, service relationships, impact assessment).
• Validate alerts (check associated services, systems, dependencies) to reduce false positives.
• Correlate multiple alerts/tickets to identify potential underlying issues (problem indicators).
• Create and manage incidents in the ticketing system with appropriate severity/priority and technical details.
• Escalate confirmed infrastructure/application issues to Support Groups following the escalation matrix.

Incident Management & Escalation Coordination

• Own L3 incidents end-to-end, including communication, technical analysis, and coordination with other Support Groups
• Participate in the formal on-call process:
  • a) Engage on-call incident managers/engineers for high-severity events.
  • b) Provide structured incident summaries (timeline, scope, impact, diagnostics performed).
• Support after-hours incident bridges (where required), documenting actions and decisions in real time.
• Ensure proper post-incident documentation and handover to day teams, including follow-up actions.

Ticket Management & Documentation (ManageEngine Service Desk)

• Ensure high-quality technical documentation in tickets:
  • a) Root cause (if known), workaround, permanent fix.
  • b) Technical steps performed, commands/utilities used, logs analyzed.
• Maintain accurate categorization and assignment in service desk queues (EUC/infrastructure/application).
• Drive closure of tickets with validation from users or stakeholders as per SOP.

Change, Deployment & Weekend Activity Support (L2 Scope)

• During patching windows and code deployments:
  • a) Monitor systems and user experience for anomalies.
  • b) Log deployment-related incidents and perform advanced EUC-side triage.
  • c) Escalate issues to L3/engineering with relevant context (deployment schedule, impacted services).
• Use quieter periods for backlog reduction, knowledgebase updates, and SOP improvements.

Process, ITSM & Continuous Improvement

• Contribute to refinement of incident, request, and problem workflows for EUC/infrastructure within the ITSM tool.
• Maintain and improve ticket categorization, priority schemes, and templates to maintain efficiency.
• Proactively identify recurring incidents suitable for problem records, knowledge articles, and SOP updates.
• Provide input to service reporting and trend analysis (recurring EUC issues, VDI/remote access patterns, incident reduction opportunities).

Knowledge Management & Collaboration

• Create and update L2-level runbooks and knowledge base articles for common and moderately complex scenarios.
• Maintain documentation on standard EUC configurations, typical failure modes, and recovery procedures.

Required Skills & Experience

• Bachelor's degree in computer science, Information Technology, Engineering, or a related discipline.
• 3–5 years in IT service desk / EUC support with progressive responsibility, including significant L2 exposure.
• Strong technical capabilities O365, VDI, Network Troubleshooting, VM Ware etc:
• Experience working with:
  • a) ITSM tools (preferably ManageEngine ServiceDesk or similar).
  • b) Monitoring solutions (PRTG or equivalent) for alert triage and incident response.
• Good understanding of ITIL-based incident and problem management processes.
• Strong analytical and documentation skills; able to clearly summarize complex incidents for technical and non-technical stakeholders.
• Effective English communication skills for collaboration with US-based stakeholders and participation in incident calls.

Miscellaneous:

Support for ITSM & Data Entry Processes

• Client assigned Ad-hoc tasks (SOP Driven) for managing other Non-Helpdesk Support related work. Example- PO Processing and forms Data Entry. (This is secondary and very minimal volume).

Key Competencies:

• Strong analytical and troubleshooting skills
• Excellent communication skills (verbal and written English)
• Proactive approach to identifying service/support gaps and driving continuous improvement

Work/ Roster Requirement:

• Willingness to work in UK / US aligned shifts based on project requirements.
• Participation in on-call support and major incident response activities.
• Ability to operate in a fast-paced IT services environment.

Behavioural Competencies:

• High ownership for incident resolution and user experience.
• Structured thinking and strong diagnostic discipline.
• Comfortable working in 24x7 rotational shifts and under time-sensitive conditions.
• Collaborative mindset, able to work closely with Support Team and client service management.

Preferred Certifications

• ITIL v3/v4/v5