Desktop Support Engineer (End User Support - ServiceNow)

About the Company

Akana Services specializes in Management Consulting, IT Consulting, and Digital Transformation, operating as a stable, profitable, women-owned minority business entity. The leadership team combines over 200 years of experience delivering across strategy, marketing, operations, technology, and M&A consulting globally, with an 8+ year track record of successful client projects and complete customer satisfaction. Their mission emphasizes generating business value by creating outstanding teams and fostering employee happiness worldwide.

Job Responsibilities

• Provide Level-1 desktop support for candidates with under 3 years experience and Level-2 support for those exceeding 3 years.
• Offer technical assistance for desktops, laptops, and related peripherals.
• Install, replace, and troubleshoot hardware components; manage device lifecycle including allocation, tracking, refresh, and decommissioning.
• Support Microsoft Windows OS, software installations, and patch management.
• Troubleshoot fundamental network issues such as Wi-Fi, VPN, LAN, DNS, and DHCP.
• Manage support tickets through ServiceNow ensuring adherence to SLA requirements.
• Assist in onboarding and offboarding processes including user setup configurations.
• Help maintain asset inventories and support documentation accuracy.
• Escalate advanced technical issues to Level-3 support teams appropriately.

Candidate Requirements

• Graduation degree holder (Any discipline).
• Exposure to desktop and end-user support environments.
• Experience with hardware installation and troubleshooting.
• Knowledge of Windows operating systems and software deployment.
• Basic understanding of network connectivity and protocols.

Additional Information

The role is based onsite in Mumbai and requires coordination across multiple support tiers. Candidates should be prepared for a hands-on support role involving direct interaction with end users and hardware setup.