Global Service Desk Engineer

Responsibilities

• This role is well suited to a technically capable, customer-focused engineer who enjoys problem-solving, learning new technologies, and contributing to continuous improvement in a fast-growing global organisation.

Service Desk Support & Operations

• Respond to and resolve Service Desk tickets in line with defined SLAs and priorities.
• Accurately log, categorise, prioritise, and document all tickets in the ITSM platform.
• Provide first-line support for hardware, software, identity, and access-related issues.
• Perform effective triage and escalate tickets to L2 teams with clear context and troubleshooting detail.
• Communicate clearly and professionally with end users throughout the ticket lifecycle.
• Participate in Service Desk handovers and follow-the-sun support coverage.
• Deliver a friendly, consistent, and customer-focused support experience.
• Identify gaps in documentation and proactively contribute to knowledge articles and FAQs.
• Promote self-service and knowledge-led support where appropriate.
• Provide feedback to the Global Service Desk Lead on recurring issues and improvement opportunities.

Continuous Improvement & Collaboration

• Participate in Service Desk improvement initiatives, tooling enhancements, and process changes.
• Support ITSM best practices, including incident, request, and problem management.
• Collaborate with L2, security, infrastructure, and application teams to improve resolution quality.
• Stay up to date with supported systems, tools, and technologies.

Requirements

• Experience providing L1 or Service Desk support in a corporate IT environment.
• Experience supporting end-user hardware, including laptops, tablets, and smartphones.
• Experience supporting Windows 10/11 environments.
• Experience supporting cloud services, particularly Microsoft 365 and Entra ID (Azure AD).
• Experience supporting macOS environments.
• Strong general IT troubleshooting and diagnostic skills.
• Professional working proficiency in English.

Preferred

• Experience supporting mobile devices (iOS and Android).
• Experience with Microsoft Endpoint Manager (Intune).
• Experience with Azure Virtual Desktop.
• Experience supporting SaaS platforms such as NetSuite or HubSpot.
• Basic scripting experience (PowerShell preferred).
• Additional language skills.

Key Responsibilities

• User Experience & Knowledge
• Skills, Knowledge & Expertise

Skills & Competencies

• Strong customer service and communication skills.
• Methodical and organised approach to problem-solving.
• Ability to manage multiple tickets and priorities effectively.
• Attention to detail in documentation and ticket updates.
• Willingness to learn and develop technical and process knowledge.
• Ability to work independently in a remote, distributed team.
• Comfortable following defined processes while contributing improvement ideas.

Working Hours & Location

• Hybrid, Pune, India.
• Flexibility required to support global users across time zones on a rota basis.
• Standard working hours aligned to Service Desk coverage requirements.