Junior Service Desk Engineer

Guidehouse India is a fast‑growing professional services firm that blends deep industry expertise with cutting‑edge technology and analytics. With a presence across Chennai, Trivandrum and Gurugram, the company serves both commercial and public sector clients, helping them navigate complex challenges in healthcare, finance, energy, infrastructure and national security. The firm’s culture is built around purpose‑driven work, continuous learning, and a people‑first mindset, offering employees access to world‑class training, wellness programs and a collaborative environment where ideas are encouraged and rewarded.

As a Junior Service Desk Engineer, you will be the first point of contact for global users seeking technical assistance. Working in a 24/7 rotational shift model, you will handle incidents and service requests via calls, chats and ticketing tools, ensuring that issues are logged, prioritized and resolved within defined SLAs. Your day‑to‑day activities will involve troubleshooting Windows operating systems, Microsoft Office applications, email clients, internet connectivity, and peripheral devices such as printers and scanners.

You will also be responsible for escalating complex problems to higher‑level support teams, maintaining accurate documentation, and adhering to IT security policies.

Key Responsibilities

• Provide first‑level IT support to global users through phone, chat and ticketing systems.
• Log, categorize and prioritize incidents and service requests in accordance with SLA targets.
• Diagnose and resolve common technical problems related to Windows OS, MS Office, email, networking and hardware peripherals.
• Escalate unresolved or high‑impact issues to senior support engineers following standard procedures.
• Maintain detailed incident records, solutions and knowledge‑base articles for future reference.
• Follow ITIL‑based processes and information‑security guidelines to ensure compliance.
• Participate in night‑shift rotations to support users across the USA and other time zones.
• Continuously update personal knowledge of emerging tools, technologies and best practices.
• Collaborate with cross‑functional teams to improve service delivery and customer satisfaction.
• Contribute to team meetings, share insights and suggest process improvements.

Tech Stack & Tools: Windows 10/11, Microsoft Office 365, Active Directory, VPN, Remote Desktop, ticketing platforms (e.g., ServiceNow or Remedy), basic networking (TCP/IP, DNS), hardware troubleshooting (laptops, desktops, printers).

Growth Path: Starting as a Junior Service Desk Engineer, high performers can progress to Senior Service Desk Engineer, IT Support Lead, or specialize in areas such as Cloud Operations, Cybersecurity, or IT Service Management. Guidehouse’s robust learning‑and‑development programs, mentorship and internal mobility policies ensure a clear trajectory for career advancement.

Why Join Guidehouse: The role offers exposure to a global user base, hands‑on experience with enterprise‑grade IT tools, and the chance to work within a forward‑thinking organization that values innovation and employee well‑being. Competitive compensation, comprehensive benefits, and a supportive culture make Guidehouse an attractive launchpad for fresh engineering graduates eager to build a solid foundation in IT support and service management.