Service Desk Administrator

Location: Bengaluru

Experience Level - 4 to 12 years

Location - Bangalore, Kolkata

Work Type
- Full Time

Job Requirements and Responsibilities

Job Requirements
* 1. Strong understanding of IT Service Management (ITSM) processes (Incident, Request, Problem Management)
2.

Experience with Service Now or similar ticketing tools
3. Knowledge of Windows OS, O365, basic networking, and endpoint troubleshooting
4. Exposure to Active Directory, Intune, and remote support tools

Key Responsibilities
* 1. Act as the first line of support for IT incidents, service requests, and user queries
2. Log, categorize, prioritize, and manage tickets in ITSM tools (e.g., Service Now)
3. Perform initial troubleshooting and first contact resolution using SOPs and knowledge base articles
4. Provide end-to-end ticket ownership, including tracking, updates, and closure
5. Escalate unresolved or complex issues to Level 2/3 teams with complete documentation
6. Coordinate with onsite teams, application teams, and third-party vendors for resolution
7. Support VIP users with prioritized handling and escalation
8. Perform basic application support (e.g., Active Directory group management, O365 distribution lists, Intune deployments)
9. Perform OS troubleshooting & mobile device troubleshooting (android/ios)
10. Conduct remote troubleshooting using tools like Teams, Quick Assist, AVD, etc.
11. Contribute to and maintain knowledge base articles, FAQs, and SOP documentation
12. Analyze tickets for shift-left opportunities and service improvements
13. Support user satisfaction measurement and continuous improvement initiatives
14. Ensure adherence to SLA/KPI targets and service quality standards

Job

Qualifications & Skills

Education

Requirements Diploma in Computer Science/bachelor’s In computer science
Certifications ITIL, MS/CCNA Certifications
Domain EUC