IT Infrastructure Service Desk Agent

Job Description

Job Description

Job Title: Service Desk Engineer

Work Location: Coimbatore, India

Reporting to: Service Desk manager

Mode of work: Permanent role

Shift Timings: 12PM – 9PM or 3.30PM – 12.30AM

Job Description

Are you passionate about IT and eager to grow your career in a dynamic, international environment? Join our Service Desk team in Coimbatore, India, where you’ll be the first point of contact for IT support across Europe, we´re looking for services desk.

As a Service Desk Engineer, you’ll support over 20,000 users across 500 sites in Europe, ensuring smooth operations for our laboratories, offices, and VIP users. You’ll handle a wide range of IT issues, from Microsoft 365 to workplace hardware, and play a key role in delivering high-quality service.

You will support our internal users across Europe from Coimbatore.

How can you help us?

Key Duties and Responsibilities:

• Provide 1st line IT support for end users across Europe.
• Troubleshoot and resolve issues related to: Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) Windows 10/11Identity & Access Management Printing and patching (desktop/server) Application triage and routing Register, classify, and follow up on tickets using internal processes.
• Escalate complex issues to 2nd line support when needed. Contribute to documentation, knowledge base articles, and service catalog improvements.
• Identify and document workarounds and recurring issues.

Qualifications: Bachelor's degree or comparable education

Experience: 3 year+ Basic experience in a Service Desk or IT support role is expected.

• Candidates must possess strong communication skills in English, French, and Spanish.
• Solid troubleshooting skills, especially with Windows and Microsoft 365.
• A strong customer service mindset and initiative to resolve issues efficiently.
• A proactive, “can-do” attitude and the ability to thrive in a fast-paced environment.

Personal Skills: Team Player, Smart worker, Quick learner, Willingness to work in off business hours with On-call setup in needed.

Nice to have: Experience with Windows Server, Active Directory, or networking.

Familiarity with BMC Helix ticketing system. ITIL Foundation certification. Knowledge of Azure, SCCM, or Intune. Windows Patching management for end user devices

What else should I know?

This is a fantastic opportunity to build your IT career in a highly collaborative, multilingual environment. You’ll be part of a team that values continuous improvement, learning, and knowledge sharing. If you're motivated by problem-solving and thrive in a fast-paced support role, we’d love to hear from you.