Service Desk Engineer

Join Eurofins IT Solutions India Pvt Ltd (EITSI) as a Service Desk Engineer in Gurugram, India. This role is crucial for ensuring the smooth operation of computer systems and supporting end-users in achieving their business objectives. You will be the primary point of contact for IT support, responsible for receiving, prioritizing, documenting, and resolving user-generated support requests and escalating incidents as needed to meet service level agreements.

Key responsibilities include diagnosing and resolving both recurring and unique technical issues, identifying opportunities for process improvements to enhance productivity and efficiency, and managing multiple tasks in a fast-paced environment. A foundational understanding of ITIL concepts such as Incident, Service Request, Problem Management, and Change Request is essential. You will be expected to create clear, step-by-step documentation for knowledge sharing and provide timely, first-contact resolution for technical issues, ensuring all ticket details are accurately populated.

This role involves basic troubleshooting and remote repair guidance for hardware (desktops, laptops) and setting up new workstations. You will also provide support for Microsoft products (O365, MS Teams, OneDrive, SharePoint, Azure, Exchange, Windows OS), Active Directory, DNS, DHCP, Group Policy, network printing, scan to email, VPN, remote access, Citrix, thin clients, and VMWare. Familiarity with network connectivity (TCP/IP, Firewalls, VLANs, Ethernet) is also required.

We are looking for a candidate committed to continuous self-education and who can report any significant business impacting issues to their group leader. You will triage and escalate unresolved problems and may be assigned special projects. Occasional on-call support and willingness to work in a 24x7x365 rotational shift environment are required.

Eurofins offers a launchpad for senior management opportunities globally and the chance to grow project management skills within a demanding, fast-growing organization. You will be part of a highly motivated international team of professionals. This position is based in Gurugram.

Qualifications and Experience:

• 0-1 years of Help Desk/Service Desk Support experience.
• 0-2 years of Desktop Support experience with increasing responsibilities.
• Good Knowledge Management skills.
• 0-1 years of experience with ServiceNow or equivalent ITIL Incident tracking tools.
• Good Communication skills.
• Bachelor of Science degree.

This role requires readiness to work in shifts and a rotational shift-based environment.