Senior Service Desk Engineer

Company Description Brillio is The Enterprise AI Accelerator, helping Fortune 1000 organizations move from AI ambition to scaled impact through its AI accelerator platform, Agentic Data and Application Management (ADAM). As one of the fastest-growing digital technology service providers, Brillio drives transformation across business-led transformation, customer experience, AI and data engineering, digital engineering, and infrastructure engineering. With 14 delivery locations across North America, Europe, and Asia, the company brings together modern engineering, deep industry expertise, and accelerators to deliver measurable outcomes. More than 6,000 professionals focus on customer success while industrializing AI across every layer of the enterprise so clients can operate by AI at reliable scale.
Role Description The Senior Service Desk Engineer is a full-time, on-site role based in Bengaluru, responsible for leading and delivering high-quality end-user support across the organization. This role involves handling complex technical issues, overseeing incident and request management, and ensuring timely resolution of service desk tickets. The Senior Service Desk Engineer will guide and mentor junior team members, refine support procedures, and collaborate with infrastructure and application teams to address recurring problems and drive continuous improvement. Daily responsibilities include monitoring service desk performance, maintaining documentation and knowledge bases, supporting IT onboarding and offboarding activities, and ensuring a consistent, customer-focused support experience aligned with Brillio’s service standards.
***Please do not apply if you do not qualify as per below requirements***
Qualifications
Immediate joiner needed.
Excellent in communication.
Min 4 years experience in Service Desk.
Excellent in Major Incident Management process.
Relevant certifications such as ITIL are a plus.
Candidates should possess strong Service Desk and Help Desk Support skills, including experience managing ticket queues and ITIL-based workflows.
Candidates should possess solid Technical Support and Troubleshooting skills for Windows, macOS, common business applications, and networking basics.
Candidates should possess excellent Customer Service capabilities, including clear communication, empathy, and a focus on user satisfaction.
Candidates should possess experience in incident, problem, and request management, including root cause analysis and documentation of solutions.
Relevant skills such as familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management), remote support tools, and Active Directory administration are beneficial.
Prior experience in a senior or lead role within an IT service desk environment, preferably in a large or global organization, is preferred.
Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
Professional certifications such as ITIL Foundation, Microsoft, or other relevant vendor certifications are an advantage.

Work arrangement
No