Desktop Support Engineer

Role: Desktop Support

Designation: Identity and Access Management or Infrastructure and Hardware Specialist.

Location: Gurgaon

Work Mode: Work From Office (5 Days a Week)

Experience: 1-2 Years

Shift Timing:(US Shift)

Mandatory Skills: Active Directory, Microsoft Office 365, User Account Provisioning & Account Creation & Microsoft Teams and Outlook

Role Summary

Provides first-level technical support to end users by identifying, troubleshooting, and resolving issues related to computer systems, software, and hardware. The role involves responding to support requests via phone, email, and service tickets while ensuring timely issue resolution and adherence to service level agreements (SLAs).

Key Responsibilities

• Provide technical support for incidents and service requests related to hardware, software, and computer systems.
• Diagnose, troubleshoot, and resolve technical issues efficiently.
• Log, categorize, and document incidents and service requests accurately.
• Monitor incidents from initiation through resolution, ensuring timely closure.
• Escalate unresolved issues to the appropriate support teams when necessary.
• Serve as the primary point of contact for users requesting technical assistance, access, or information.
• Maintain detailed documentation of support tickets, troubleshooting steps, and resolutions.
• Identify and classify incident types and service interruptions.
• Ensure compliance with IT service processes, SLAs, and information security standards.
• Provide users with guidance on best practices, including online security awareness.
• Support day-to-day operational activities while minimizing service disruptions.
• Manage customer interactions professionally and deliver a high level of customer service.

Required Skills

• Excellent verbal and written communication skills.

• Strong customer service and problem-solving abilities.

• Knowledge of ITIL processes.

• Experience using ServiceNow ticketing tool.

• Hands-on experience with:

• Active Directory

• Microsoft Office 365

• User Account Provisioning & Account Creation

• Microsoft Teams and Outlook

• Good understanding of Windows operating systems.

• Basic knowledge of computer hardware and troubleshooting.

• Proficiency in Microsoft Office applications.

• Typing speed of 45 WPM or higher.

Qualifications

• 2-4 years of experience in an IT Service Desk or Technical Support role.

• Bachelor's degree in one of the following:

• B.Tech/B.E. (Computer Science/IT)

• BCA

• B.Sc. (Computer Science/IT)

Company Website: www.TrueBlue.com