Desktop Support Engineer - ITIL & Problem Management

Infosys; United States; On-site; USD 60,000 - 80,000; Full time

Job summary

Infosys BPM Limited is seeking a Desktop Support Engineer to drive the Problem Management process, perform root cause analysis, and improve service stability. You will collaborate with technical and incident teams to ensure corrective actions are properly implemented and validated.

The role requires solid ITIL knowledge, strong communication, and the ability to lead cross-functional efforts to resolve problems efficiently within a fast-paced ITSM environment.

Qualifications

• Knowledge of ITIL processes: Incident, Change, Problem Management.
• Strong written and verbal communication skills required.
• Ability to manage tasks independently and meet deadlines.
• Proficient in ticket handling and client-specific procedures.

Responsibilities

• Lead structured root cause analysis to identify and address underlying problems.
• Drive Problem Management governance to improve service stability.
• Provide desk-side and remote support for desktops, printers, and peripherals.
• Assist with software deployment and OS maintainance using MECM/WDS/MDM.
• Collaborate with incident teams and cross-functional groups to implement corrective actions.

Skills

ITIL knowledge

Strong communication

Interpersonal skills

Independent task management

Troubleshooting

Ticket handling

Education

High School Diploma or GED

Tools

MECM

WDS

MDM

Job description

Infosys BPM Limited is seeking a Desktop Support Engineer to drive the Problem Management process, perform root cause analysis, and improve service stability. You will collaborate with technical and incident teams to ensure corrective actions are properly implemented and validated.

The role requires solid ITIL knowledge, strong communication, and the ability to lead cross-functional efforts to resolve problems efficiently within a fast-paced ITSM environment.