Senior Support Engineer
- Infinite
- 5 - 10 years
- Bengaluru
- 3 months ago
- Email to a friend
- Report this job
Job Description
Here s a structured Job Description (JD) draft for the Sr. Service Desk Support Engineer & Lead, based on the details you provided:
Sr. Service Desk Support Engineer & Lead
Position Overview
We are seeking a Senior Service Desk Support Engineer & Lead to join our IT operations team. This role is responsible for leading day-to-day Service Desk activities, resolving incidents, guiding junior analysts, and ensuring the highest levels of customer satisfaction. The ideal candidate will have strong technical expertise in end-user computing, leadership skills to mentor the team, and the ability to drive operational excellence.
Key ResponsibilitiesService Desk Operations
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Answer customer requests via telephone, email, or ticketing system in a professional manner.
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Log all incidents and service requests accurately in the incident tracking system.
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Provide first-level troubleshooting and resolution for:
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Personal computing hardware.
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Microsoft Windows and MS Office Suite.
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Client access and business/clinical applications.
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Miscellaneous PC software programs.
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Isolate issues, determine root causes, and execute corrective actions to restore services efficiently.
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Minimize escalations by resolving issues within scope of access and expertise.
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Escalate unresolved issues to Level 2/3 support with complete and accurate documentation.
Leadership & Guidance
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Provide mentoring, guidance, and technical assistance to Service Desk Analysts.
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Act as the primary escalation point for complex or high-priority issues.
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Collaborate with management to set measurable goals for the Service Desk and ensure team performance meets targets.
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Ensure adherence to established SLAs and quality standards.
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Promote a culture of customer focus, accountability, and continuous improvement.
Process & Documentation
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Create, update, and maintain troubleshooting procedures and knowledge base articles.
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Work with cross-functional teams to avoid repeat escalations.
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Participate in audits, quality checks, and compliance-driven activities.
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Assist in IT projects, system rollouts, and process improvements as assigned by management.
Customer Satisfaction
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Partner with other IT support teams to ensure high levels of customer satisfaction.
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Proactively identify opportunities to enhance the end-user support experience.
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Monitor feedback and drive initiatives for continuous improvement.
The following activities are excluded from this role s responsibilities:
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Level 2 & 3 Support activities.
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Enhancements, development, or fixes requiring access to product code (handled by product vendors).
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Hardware break-fix activities, software/media backups, and device-related issues.
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Production server installations or deployments.
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Changes to external systems.
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Support for Epic accounts or application-related questions.
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Bachelor s degree in Computer Science, Information Technology, or related field (preferred).
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5+ years of experience in IT Service Desk/End User Support, with at least 2 years in a senior or lead role.
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Strong knowledge of Microsoft Windows, MS Office Suite, and common business applications.
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Excellent troubleshooting skills for hardware/software issues.
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Familiarity with ITIL processes (Incident, Problem, Change Management).
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Exceptional communication and interpersonal skills.
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Proven ability to lead, mentor, and motivate a support team.
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Strong documentation and process management abilities.
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Technical Expertise: Hands-on problem-solving in end-user computing.
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Leadership: Ability to guide and mentor Service Desk Analysts.
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Customer Focus: Commitment to delivering outstanding support experiences.
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Collaboration: Works effectively across teams and stakeholders.
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Accountability: Meets deadlines and maintains high-quality standards.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: Network (Support) EngineerEmployement Type: Full timeContact Details:
Company: InfiniteLocation(s): Bengaluru
Keyskills: Computer science Ticketing Change management Operational excellence Focus Troubleshooting IT operations Continuous improvement Information technology Process management
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