Sr.Service Desk Engineer-5-8Yrs- Mumbai/Pune

Crescendo Global Leadership Hiring India; Pune District, Mumbai; Híbrido; INR 900 000 - 1 300 000; Tempo integral

Resumo da oferta

Crescendo Global Leadership Hiring India seeks an experienced Senior Service Desk Engineer L2 to provide enterprise-level end-user support in Mumbai/Pune. The role requires ownership of incidents and requests from initial ticket through resolution, while ensuring SLA and quality standards are met.

Responsibilities include coordinating with application, infrastructure, network, and vendor teams, handling Sev-1 incidents, and contributing to knowledge base with documented resolutions.

Qualificações

• Experience in enterprise service desk/EUC/Desktop support.
• Familiarity with ITSM platforms (Freshservice/ServiceNow/Jira Service Management).
• Proficient in Windows 10/11, Microsoft 365, Outlook, Teams, SharePoint, OneDrive, Intune and AD/Entra ID.
• Knowledge of Citrix/VDI, VPN, SSO, MFA, RDP and remote support tools.
• Familiar with ITIL Incident Management, Service Requests, SLA and escalation processes.
• Excellent English communication; VIP/executive-user support experience.

Responsabilidades

• Provide L2 enterprise Service Desk and user support.
• Own incidents and requests through resolution with SLA adherence.
• Coordinate with cross-functional teams for dependent tickets.
• Create knowledge articles documenting resolutions.

Conhecimentos

5+ years experience in service desk/EU

VIP/executive-user support

Strong English communication

ITIL incident management

Ferramentas

Freshservice

ServiceNow

Jira Service Management

Windows 10/11

Microsoft 365

Intune

Active Directory/Entra ID

Citrix/VDI

VPN

RDP

SSO

MFA

RMM tools

Descrição da oferta de emprego

Senior Service Desk Engineer : L2 :

Location: Mumbai / Pune
Experience: 5-8 years
Shift: Mandatory US business-hours coverage

Role

Provide L2 enterprise Service Desk and white-glove user support. Own incidents and requests through resolution or coordinated closure while meeting SLA and ticket-quality standards.

Key responsibilities

• Provide L2 support through ITSM portal, email, chat, phone and remote-support tools.
• Resolve Windows, Microsoft 365, Outlook, Teams, SharePoint, OneDrive, Citrix/VDI, VPN, SSO, endpoint, printer and mobile-device issues.
• Handle incidents, access requests, onboarding/offboarding, password issues, hardware and business-application support tickets.
• Maintain end-to-end ownership: categorization, prioritization, troubleshooting, SLA updates, escalation, user communication and closure.
• Coordinate with application, infrastructure, network, security and vendor teams for dependent tickets.
• Support Sev-1 incidents, ticket correlation, queue surges, backup/replication alerts and file-restore requests.
• Create knowledge articles and document technical resolutions.

Required skills

• 5+ years in Enterprise Service Desk, EUC, Desktop Support or IT Support.
• Fresh service, ServiceNow, Jira Service Management or comparable ITSM platform.
• Windows 10/11, Microsoft 365, Outlook, Teams, SharePoint, OneDrive, Intune and Active Directory/Entra ID.
• Citrix/VDI, VPN, RDP, SSO, MFA, remote-support and RMM tools.
• ITIL Incident Management, Service Requests, SLA and escalation procedures.
• Strong written/verbal English and VIP/executive-user support experience.

Preferred:

ITIL Foundation; Okta, Zscaler/ZIA, Mimecast, RingCentral, Zoom, VMware, iOS/Android and backup/replication exposure.

Both roles are Service Desk roles: end-user support, ticket ownership and escalation coordination. They do not own infrastructure administration, patching, software deployment, AD/GPO policy management or cybersecurity operations