Service Desk Engineer

About the company

Akana Services delivers management consulting, IT consulting, and digital transformation solutions. The organization is a profitable, women-owned minority business with more than 8 years of successful delivery and a leadership team bringing over 200 years of combined consulting experience. Its focus is on creating business value by building strong teams and supporting happy employees across the world.

The company works across strategy, marketing, organization, operations, technology, and mergers & acquisitions, serving clients in a wide range of industries and geographies with a broad, cross-functional perspective.

Role overview

The Service Desk Engineer will support Tier 1 help desk operations, solve common technical issues, and ensure users receive timely assistance. The role requires experience in customer service or a help desk setting, along with strong communication skills and the ability to handle international voice support during the US time shift.

Key responsibilities

• Manage Tier 1 support requests through the internal ticketing platform.
• Diagnose everyday IT issues across the operating environment, support tools, and client applications.
• Carry out basic Windows administration tasks such as password resets and file/folder access handling.
• Assist with simple internet connectivity troubleshooting.
• Escalate complex technical incidents to Technical Support Specialist II or other relevant IT teams.
• Track open issues and ensure they are resolved within expected timelines.
• Record troubleshooting actions in full and draft knowledge base articles for resolutions.
• Work in line with IT policies, procedures, standards, and information systems requirements.
• Maintain proper ticket, configuration, and SOP documentation standards.
• Support compliance activities related to password handling, access provisioning, documentation, maintenance, and data protection.
• Reduce user disruption during outages through clear communication and efficient incident handling.
• Keep up-to-date with daily operating tools, systems, and client-side applications.
• Share timely operational updates with IT management and collaborate with team members on support needs.

Additional information

Candidates must be immediate joiners or available within 30 days. The position is based in Bangalore and follows the US time shift. International voice support experience is mandatory.

Eligibility

Any graduate can apply. Relevant experience of 3 to 4 years in customer service or a help desk environment is expected; interest in IT is an added advantage.

Terms and conditions

The role requires adherence to company and client-side compliance requirements, including strong password management, documentation discipline, access provisioning controls, maintenance practices, and data protection procedures.