Tech Mahindra – Service Desk Executive
Company Overview:
Tech Mahindra is a leading multinational technology company providing IT services and business process outsourcing to clients worldwide. With a strong presence in over 90 countries, Tech Mahindra is committed to delivering innovative solutions and outstanding customer experiences. The company focuses on cutting-edge technologies such as AI, IoT, blockchain, and cloud computing to drive digital transformation across industries.
Job Title: Service Desk Executive
Job Location: Noida NSEZ / Bahadurpally, Hyderabad
Job Type: Full-Time, 100% Onsite (Work from Office)
Salary: 3-5 LPA (Depending on experience)
Job Posted: 27 days ago
Number of Openings: 1
Applicants: 2361
Job Description
Role Overview:
The Service Desk Executive is responsible for providing first-level technical support to end users. The role requires troubleshooting hardware and software issues, managing IT service requests, and ensuring quick resolution of technical incidents. The successful candidate will possess strong analytical skills, a customer-centric mindset, and the ability to work in a fast-paced environment.
Key Responsibilities
Technical Support & Troubleshooting:
- Provide voice support and email-based technical support to resolve customer queries.
- Identify, diagnose, and troubleshoot technical issues related to hardware, software, and networks.
- Assist in troubleshooting application support (off-the-shelf and customized software).
- Handle desktop support issues, application support, and workstation-related concerns.
- Support VPN software, collaboration tools, and password reset tools.
- Assist users with Outlook configuration and troubleshooting MS Office applications.
- Resolve issues related to printers, multifunctional devices (MFDs), and other peripherals.
Incident Management:
- Act as the first point of contact for IT support queries via phone, email, or chat.
- Log all incidents in the ITSM (IT Service Management) ticketing tool.
- Follow ITIL Incident Management processes to ensure timely ticket resolution.
- Provide regular updates to users regarding the status of their requests.
- Escalate unresolved issues to higher-level support teams when necessary.
User Support & Communication:
- Engage with end users in a professional and friendly manner to understand their issues.
- Guide users through step-by-step troubleshooting processes.
- Maintain a high level of customer satisfaction by delivering quality support services.
- Provide assistance with basic network troubleshooting.
- Educate users on IT best practices and security guidelines.
System & Software Maintenance:
- Support Active Directory operations, including user account management.
- Monitor system performance and proactively identify potential issues.
- Ensure compliance with company policies and data security measures.
- Perform system updates, patch installations, and basic configurations.
Preferred Skills & Competencies
Technical Skills:
- Experience with ITIL framework and ITSM ticketing tools.
- Knowledge of BSOD (Blue Screen of Death) troubleshooting.
- Familiarity with ServiceNow, Active Directory, and Microsoft Suite (Outlook, Office, etc.).
- Understanding of hardware, software, and network troubleshooting.
- Experience with remote desktop support and application troubleshooting.
- Working knowledge of VPNs and IP telephony solutions.
- Awareness of cybersecurity best practices.
Soft Skills:
- Strong verbal and written communication skills.
- Ability to work under pressure and handle multiple tasks efficiently.
- Excellent problem-solving and analytical abilities.
- Adaptability and willingness to learn new technologies.
- Strong team collaboration and interpersonal skills.
Qualifications & Experience
Educational Qualifications:
- Graduate or undergraduate degree in any discipline.
Work Experience:
- Minimum of 6 months experience in a similar role.
- Candidates with 1 year or more experience in IT service desk roles are preferred.
- Exposure to international voice process is an added advantage.
Certifications (Preferred but not Mandatory)
- CompTIA A+ (PC maintenance and troubleshooting)
- Microsoft Certified Desktop Support Technician (MCDST)
- CompTIA PDI+ (Printer and imaging device troubleshooting)
- Microsoft Office Specialist (MOS)
- ITIL Foundation Certification
- Help Desk Institute – Analyst Certification
Work Environment & Shift Details
- 24/7 rotational shift (including night shifts and weekends as required).
- Onsite work environment in Tech Mahindra’s Noida or Hyderabad office.
- Opportunities to work with international clients and cutting-edge technology.
Why Join Tech Mahindra?
Career Growth & Learning Opportunities:
- Extensive training programs to enhance technical skills and knowledge.
- Opportunities to work on diverse IT projects and gain hands-on experience.
- Career advancement programs and internal job postings.
Employee Benefits:
- Competitive salary and performance-based incentives.
- Health and wellness programs, including medical insurance.
- Paid leaves, including annual, sick, and parental leave.
- Employee assistance programs for mental health and well-being.
Work Culture & Inclusion:
- Diverse and inclusive work environment.
- Recognition and rewards for outstanding performance.
- Employee engagement activities, team outings, and festive celebrations.
Application Process
Steps to Apply:
- Click on the ‘Apply Now’ button on Tech Mahindra’s career portal.
- Fill out the online application form and upload your updated resume.
- Complete the initial screening assessment (if required).
- Attend the HR interview to discuss your experience and skills.
- Complete the technical interview for evaluation of your IT knowledge.
- Final selection and onboarding process.
Application Deadline: Open until the position is filled.
Important Notice:
Tech Mahindra does not charge any fee from job seekers for recruitment. If you receive any fraudulent job offers requesting payment, please report it immediately to Tech Mahindra’s HR team.
Equal Employment Opportunity Statement
Tech Mahindra is an equal opportunity employer and follows a strict non-discrimination policy. All employment decisions are made based on merit, qualifications, and business needs, without regard to race, color, religion, gender, age, nationality, disability, or any other protected category.
FAQs about the Role
Q1: What is the primary responsibility of a Service Desk Executive?
A Service Desk Executive provides first-level technical support, troubleshooting hardware and software issues, and ensuring timely resolution of IT incidents.
Q2: Do I need prior experience to apply?
Yes, a minimum of 6 months experience in a similar IT support role is required. Candidates with 1+ years of experience will have an advantage.
Q3: What are the working hours?
The role involves 24/7 rotational shifts, including night shifts and weekends as per business requirements.
Q4: Is remote work available?
No, this is a 100% onsite role at Tech Mahindra’s Noida NSEZ or Bahadurpally, Hyderabad offices.
Q5: What career growth opportunities are available?
Tech Mahindra offers training, skill enhancement programs, internal promotions, and opportunities to work on cutting-edge IT projects.
Q6: What technical skills are required?
Knowledge of ITIL, Active Directory, ServiceNow, MS Office, VPN troubleshooting, and experience in desktop/application support are essential.
Q7: How can I apply for this role?
You can apply through Tech Mahindra’s official website or job portals like LinkedIn and Naukri.com.
Conclusion
Joining Tech Mahindra as a Service Desk Executive offers a fantastic opportunity to work in a dynamic IT environment with global exposure. If you have the passion for technology, excellent communication skills, and a problem-solving mindset, this is the perfect role for you!
