Service Desk Engineer

About the role

Guidehouse India is looking for a Service Desk Engineer to provide technical assistance to global users. The role involves diagnosing, researching, and resolving a wide range of IT issues while supporting users across different time zones, including the United States.

Key responsibilities

• Act as a Service Desk/Helpdesk/Desktop Support Engineer for global users.
• Troubleshoot and resolve problems related to operating systems, MS Office, email, specialized applications, internet connectivity, and hardware/peripherals.
• Escalate complex incidents to higher‑level IT support following defined processes.
• Analyze non‑routine issues, perform cost/benefit analysis, and propose innovative solutions.
• Work night shifts to align with US and other international locations.

Required profile

• Engineering or Science graduate.
• Minimum 2 + years of experience in a Service Desk role.
• Strong verbal and written communication skills in English.
• Hands‑on experience managing laptops, desktops, and accessories.
• Knowledge of ITIL framework and ISO 27001 information‑security concepts.
• Familiarity with ticketing tools, preferably ServiceNow.
• Willingness to work exclusively night shifts.

Required skills

• Operating system troubleshooting (Windows/macOS).
• MS Office suite proficiency.
• Email and internet connectivity support.
• Hardware and peripheral equipment maintenance.
• ITIL framework application.
• ISO 27001 security principles.
• ServiceNow (or similar ticketing system) usage.
• Optional certifications: MCP, ITIL V4.

What we offer

• Competitive compensation and comprehensive benefits package.
• In‑house physician consultations, nutritious food options, and confidential counseling via Employee Assistance Program.
• Robust learning and development programs to continuously upskill employees.