HelpDesk Engineer (24/7 Rotational Shifts)

Bangalore, Karnataka
Permanent
Full-time

30 days ago

Job Description: HelpDesk Engineer (24/7 Rotational Shifts)Location: BangaloreShift: RotationalReports To: HelpDesk SupervisorTransport and Food allowanceRelevant experience: 3+Very good communication skillsKey Responsibilities

Respond to user queries via email, phone, ticketing system, or chat
Handle password resets, account unlocks, and user access issues
Triage and log all incoming incidents and service requests with proper categorization
Provide first-level support for:

Microsoft 365 (Outlook, Teams, OneDrive)Campus portals (MyStThom, QuickLaunch)Login and authentication issuesWi-Fi and basic connectivityStudent/faculty onboarding (IT access-related)Printer and peripheral setup assistance

Escalate complex issues to Level 2/3 or university teams as per defined SOP
Follow shift handover procedures and maintain accurate ticket notes
Participate in training and maintain updated knowledge base entries

Required Skills & Experience

3+ years of experience in IT HelpDesk or Service Desk support
Excellent communication skills and customer-first mindset
Proficiency in troubleshooting Windows OS, web browsers, and email platforms
Familiarity with IT ticketing systems (Freshservice)
Understanding of Microsoft 365 suite and university portals preferred
Knowledge of PeopleSoft (navigation-level) or experience supporting ERP users is a plus
Ability to follow documented SOPs, escalate when needed, and maintain SLA commitments
Willingness to work rotational shifts including weekends and nights

Millims

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