Urgent Opening For Desktop Support Engineer L2_Gurugram

Role & responsibilities

Job Summary

We are seeking a proactive and customer-focused Service Desk Analyst to provide first-level IT support for end users. The ideal candidate will have hands-on experience in Microsoft 365 administration, Active Directory, VPN support, ticket management, and desktop troubleshooting. The role requires effective incident management, user administration, and adherence to service delivery processes while ensuring SLA compliance.

Key Responsibilities

Service Desk & Ticket Management

• Manage and resolve incidents and service requests through Zendesk.
• Perform ticket triage, categorization, prioritization, and routing.
• Ensure timely updates and resolution within defined SLAs.
• Escalate unresolved issues to L2/L3 support teams.
• Maintain accurate ticket documentation and communication with users.

Microsoft 365 & Active Directory Administration

• Administer Microsoft 365 user accounts and licenses.
• Manage Active Directory users, groups, and permissions.
• Perform password resets and account unlocks.
• Create and manage distribution groups and shared mailboxes.
• Support user access management activities.

End User Support

• Provide support for Windows operating systems and Microsoft Office applications.
• Troubleshoot desktop, laptop, and application-related issues.
• Support VPN connectivity and Multi-Factor Authentication (MFA).
• Assist users with remote access and authentication issues.
• Provide remote troubleshooting using Kaseya and SCCM tools.

User Lifecycle Management

• Perform user onboarding and offboarding activities.
• Create, modify, and disable user accounts.
• Assign system access based on business requirements.
• Coordinate with HR and management for access provisioning.