Aditi Consulting
Website:
aditiconsulting.com
Job details:
Title: Desktop Support Executive
Location: Bangalore
Shift: PST/CST
About Aditi Consulting:
Aditi Consulting is a leading digital engineering services company that partners with established and emerging enterprises to drive innovation and growth. By harnessing borderless talent across three continents, we deliver transformative solutions that redefine business trajectories. Our comprehensive services include AI + Automation, Application Modernization, Cloud + Infrastructure, Cybersecurity, Data + Analytics and Managed Support.
Our values—SPICE (Socially Conscious, People + Performance-Driven, Intense, Creative, Ethical)—define who we are. We believe in creating a culture where employees bring their full selves to work while learning from and growing with others.
Who We Need?
The IT Help Desk / End User Support Engineer is responsible for providing efficient L1/L2 technical support to enterprise users, ensuring seamless day-to-day IT operations and exceptional end-user experience. This role involves troubleshooting Microsoft 365 applications, Windows devices, user access, and endpoint-related issues while managing user lifecycle activities and maintaining high service standards.
The ideal candidate will have strong expertise in Microsoft 365, Microsoft Entra ID, Windows 10/11, and remote support tools, with the ability to resolve issues within SLA timelines. They will leverage AI-powered tools such as Microsoft Copilot and Claude to enhance troubleshooting, documentation, and service efficiency while collaborating with cross-functional IT teams to deliver reliable and proactive technical support.
Responsibilities
- Provide L1/L2 support for end-user incidents and service requests through the ticketing system
- Troubleshoot and resolve issues related to Windows, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, printers, and common business applications
- Support users remotely using tools such as TeamViewer and other remote support platforms
- Manage user lifecycle activities including onboarding, offboarding, and access changes
- Create, modify, disable, and maintain user accounts in Microsoft Entra ID
- Manage security groups, distribution lists, and Microsoft 365 licensing
- Perform MFA enrollment, troubleshooting, and resets
- Support Intune-managed devices and assist with device enrollment and compliance activities
- Troubleshoot Windows operating system issues, drivers, BitLocker, and workstation performance problems
- Provision, configure, deploy, and refresh laptops and other endpoint devices
- Coordinate hardware repairs and warranty claims with vendors and manufacturers
- Maintain accurate ticket documentation, knowledge articles, and operational procedures
- Collaborate with IT teams and business stakeholders to ensure timely issue resolution
- Identify recurring issues and recommend process improvements
- Leverage AI tools such as Claude and Microsoft Copilot to accelerate troubleshooting, documentation, knowledge discovery, and ticket resolution.
What You’ll Need to be Successful:
- 1-3 years of experience in IT Help Desk, Service Desk, or End User Support roles
- Strong written and verbal English communication skills
- Experience supporting enterprise users in a corporate environment
- Hands-on experience with Microsoft 365 administration
- Experience managing users, groups, and access in Microsoft Entra ID
- Experience supporting Outlook, Teams, OneDrive, SharePoint, and Windows 10/11
- Experience with MFA administration and troubleshooting
- Experience using remote support tools such as TeamViewer
- Familiarity with ticketing systems such as Freshservice, ServiceNow, Jira Service Management, or similar platforms
- Strong customer service and problem-solving skills
- Ability to prioritize and manage multiple support requests in a fast-paced environment
Preferred Qualifications
- Experience supporting global organizations and users across multiple time zones
- Experience with Microsoft Intune device management
- Experience with Zoom administration and troubleshooting
- Familiarity with AI-powered productivity and support tools including Claude and Microsoft Copilot
- Experience creating technical documentation and knowledge base articles
Success Measures
- Ticket resolution quality and customer satisfaction
- SLA compliance
- First contact resolution rate
- Accuracy of user administration activities
- Quality of documentation and knowledge articles
- Effective use of automation and AI tools to improve support efficiency and user experience
LinkedIn | Instagram | Great Place To Work | HR Excellence Award
If you are interested in the above position, please share your profile with me ayushi.kumari@aditiconsulting.com. You can also refer your friends or colleagues who might be suitable for this role.
Click on Apply to know more.