Service Desk Administrator

Job description

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 ServiceNow 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., ServiceNow) 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**