IT Service Desk Support Technician (6 Months Contract),Hybrid,Immediate Joiner Required,Pune (SSwar)- Hybrid
HybridPune, Maharashtra, India
Job Summary
Serve as the first point of contact for IT support via phone, chat, email, and ServiceNow ticketing, logging, triaging, and resolving incidents related to hardware, software, network access, and business applications. Troubleshoot common issues involving Windows/macOS, Microsoft 365, VPN, MFA, and printers while managing account provisioning and hardware lifecycle tasks including imaging and asset tagging. Escalate complex tickets to Tier 2/3 teams and contribute to the internal knowledge base. Support onboarding/offboarding logistics, conference room technology, and basic network troubleshooting. Identify recurring issues and escalate trends to leadership. Evening, weekend, or on-call coverage required to meet SLA targets.
Required Qualifications
- 1–3 years of experience in a help desk, service desk, or technical support role (internships count)
- Working knowledge of Windows and macOS operating systems
- Working knowledge of Microsoft 365 applications
- Working knowledge of basic networking concepts (DNS, DHCP, VPN)
- Strong customer service orientation
- Clear, patient written and verbal communication
- Ability to prioritize and manage multiple tickets in a fast-paced environment
- Ability to meet SLA targets
- Basic understanding of ITIL concepts such as incident, problem, and request management
- High school diploma or equivalent
- Availability for evening, weekend, or on-call coverage
Desired Qualifications
- Associate's or Bachelor's degree in IT, Computer Science, or related field
- Experience with ServiceNow
- Experience with Okta
- Experience with JAMF
- Experience with Intune
- Experience with similar ITSM/endpoint management tools
- Familiarity with Active Directory
- Familiarity with Azure AD
- Familiarity with basic scripting (PowerShell)
- Industry certifications such as CompTIA A+
- ITIL Foundation certification
- Microsoft 365 Certified: Fundamentals certification
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