Technical Service Desk Executive (Immediate Joiner)

SHI; Hyderabad; On-site; INR 400,000 - 600,000; Full time

Job summary

SHI is seeking a experienced Technical Service Desk professional to join our team in providing on-call, chat, and email support for employees across multiple global locations. The role focuses on incident management, queue progression, and cross-team coordination to resolve issues.

The ideal candidate will have strong communication skills, experience with Microsoft Outlook, Active Directory, VPN, and MS 365, and be comfortable working in a 24/7 rotating shift.

Qualifications

• Minimum 4 years of experience in a Technical Service Desk role.

Responsibilities

• Provide on-call, chat, and email support for employees across locations (primarily US).
• Log, categorize, prioritize, and assign incidents and service requests.
• Troubleshoot issues related to Microsoft Outlook, AD, VPN, and MS Office suite.
• Assist with Active Directory, password resets, and access management.
• Coordinate with application and infrastructure teams for incident resolution.
• Document call feedback and installation reports regularly.
• Open to work 24/7 with rotational shifts.
• Maintain customer support documentation and knowledge base.

Skills

Communication skills

User handling

Multi-tasking

End-user support

Customer service

Tools

Microsoft Outlook

Active Directory

VPN

Microsoft 365

Intune

Intune

ManageEngine ServiceDesk Plus

Veeam Backup Tool

Job description

Role & responsibilities

We are looking for male candidates with a minimum of 4 years of experience in a Technical Service Desk role.

Please find below the JD :-

• Strong communication skills, user handling skills, data handling skills (Excel)
• Basic Knowledge in Trouble shooting, Internet skills & MS Office
• Inbound calling process, multi-tasking (working on emails, Calls, Tickets and queries through chat)
• Providing on-call, Chat, and email support for employees contacting from multiple locations across the globe (Primarily US)
• Incident logging, categorization, prioritization, assignment, coordination communication
• Troubleshooting technically composite issues related to Microsoft Outlook, Applications (ION, ActiveXperts, Whatsup Gold/Nagios, Commvault/Veeam Backup Tool etc)
• Acting as the prime point of contact in helping with Active Directory (AD), MS Outlook, VPN, Network, Digital ID, Voicemail, Optimal, Bit locker and SAP password resets adhering to clients security policies.
• Attending the user complaints and assign them to the right resolver teams and update the same in the helpdesk tool
• Maintain all the necessary customer support documentation such as Call Feedback Reports, Installation reports etc and file the same on regular basis.
• Open to work for 24/7(Rotational)
• Incident communication and notification for high priority incidents
• Coordination with application and infrastructure support teams
• Provide accurate Incident resolution and Service Request management, within established Service
• Incidents and Service Requests are managed effectively; ensuring information is captured in the tool for future reference and analysis, in line with ITIL principles
• 1st line support and troubleshooting of IT related problems from in-house software and hardware such as Desktops, Laptops and Printers
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Experience on tools like Manage Engine Service desk plus tool additional advantage
• Creation/Access Management of Network Drives and Shared Folders
• Active directory management and access controls
• Browser, Wireless and Operating System Troubleshooting

Desired skills required :-

• End-user support
• Windows Server
• Active Directory
• Microsoft Entra ID
• Microsoft 365

And basic knowledge of Intune, AVD administration and VMware / Hyper-V