Service Desk Administrator

About the role

We are looking for a Service Desk Administrator to manage the daily operation of our ManageEngine Service Desk platform. You will be the first point of contact for IT support, handling incidents, service requests, and maintaining accurate IT asset records.

Key responsibilities

• Administer and configure the ManageEngine Service Desk system, including categories, workflows, SLAs, priorities, templates, and automation rules.
• Log, route, prioritize, and close tickets while ensuring data integrity and system efficiency.
• Assign incidents and service requests to L1, L2, and L3 support teams and monitor ticket queues.
• Escalate SLA breaches, track resolution timelines, and document closure notes.
• Receive and log incoming IT support calls, perform initial assessment, and provide basic troubleshooting.
• Maintain a complete and up‑to‑date IT asset inventory, managing the full lifecycle of assets.
• Support periodic asset audits, reconcile discrepancies, and generate reports on ticket volumes and performance.
• Identify recurring issues, contribute to continuous improvement, and maintain knowledge‑base articles.

Required profile

• Experience administering a ticketing platform and handling IT incidents.
• Strong understanding of ITIL processes and SLA management.
• Excellent communication skills for interacting with users and support teams.
• Detail‑oriented with a focus on data accuracy and documentation.

Required skills

• ManageEngine Service Desk administration
• ITIL framework knowledge
• SLA monitoring and escalation
• IT asset management and lifecycle tracking

What we offer

• Career growth with training from industry‑leading engineers
• Exposure to diverse projects across multiple sites
• Supportive environment encouraging personal and professional development