Service Desk Engineer

We’re hiring a hands-on Service Desk Engineer focused on IT asset management. You will own the day-to-day lifecycle of corporate IT assets - tracking inventory, imaging and provisioning devices, updating tickets and records, and coordinating shipments and disposals - to ensure accurate, secure, and timely delivery of equipment to users. 

Key responsibilities 

Asset lifecycle management: Receive, tag, record, deploy, track and retire laptops, desktops, monitors, peripherals and accessories. Maintain 100% accuracy of physical and logical inventory. 

Imaging & provisioning: Build, maintain and deploy standardized OS images and software stacks (Windows/macOS), using tools such as SCCM, Intune, MDT, or equivalent. Re-image, enroll and handover devices to end users. 

Ticketing & records: Create, update and resolve asset-related service tickets in the ITSM/CMDB system (e.g., ServiceNow). Keep CMDB and spreadsheets synchronized and audit-ready. 

Shipping & logistics: Coordinate packing, courier bookings, pick-ups and returns (domestic and international), including customs paperwork when required. Track shipments and update stakeholders until delivery/return is complete. 

On-site Support & Managed Services: Visit customer locations as required to deliver managed services, including device deployment, installation, configuration, and basic troubleshooting support.

Device Handling & Spare Management: Carry, handle, and deliver IT assets, spare parts, and replacement devices to customer sites, ensuring safe transportation, proper handover, and installation as per defined standards.

Hardware diagnostics & repairs: Perform basic hardware diagnostics, replace components (SSD, RAM, batteries), and coordinate vendor RMA or on-site repairs. 

Compliance & security: Ensure secure data wiping, encryption and asset disposal (e-waste) according to policy. Maintain records for audits and license compliance. 

Process & documentation: Maintain SOPs for imaging, asset tagging, shipment handling, and inventory audits. Propose continuous improvements to reduce SLA breaches and inventory discrepancies. 

Stakeholder coordination: Liaise with Service Desk, Procurement, Vendors, and Regional teams for timely procurement, delivery, and vendor escalations. Provide regular status updates to the SDM and local Manager. 

Periodic audits & reporting: Run periodic inventory reconciliations, support audits, and provide KPIs (asset accuracy, imaging success rate, ticket SLA compliance, on-time shipments). 

Required skills & experience 

2–4 years’ experience in IT support, asset management, or service desk environment with a clear emphasis on asset tasks. 

Hands-on experience with OS imaging and provisioning tools (SCCM, Intune, MDT, Ghost, or similar). 

Experience with ITSM/CMDB platforms (ServiceNow, JIRA Service Desk, or similar) and confident in updating tickets/records. 

Strong hardware knowledge: laptops, desktops, peripherals and basic repairs/diagnostics. 

Demonstrated experience arranging and tracking domestic/international shipments and working with couriers/vendors. 

Proficient with Excel and basic database/reporting skills; comfortable preparing audit-ready reports. 

Good verbal and written English. Kannada/Hindi or other local language is a plus. 

Highly detail-oriented, organized, and customer-focused with strong communication skills. 

Nice-to-have 

ITIL Foundation certification. 

Prior experience with dedicated ITAM tools (ServiceNow, Snipe-IT). 

Experience with mobile device management (MDM) policies and encryption (Autopilot, ABM enrollment,BitLocker, FileVault). 

Exposure to vendor RMAs and customs/import documentation. 

Deliverables & KPIs (example) 

Inventory accuracy: ≥ 98% reconciliation rate during periodic audits. 

Imaging success rate: ≥ 98% first-time image deployment. 

Ticket SLA: ≥ 95% of asset-related tickets updated/closed within SLA. 

Shipment on-time delivery: ≥ 98% tracked deliveries completed on schedule. 

Behavioral competencies 

Strong ownership and accountability. 

Proactive communicator who escalates when needed. 

Comfortable working in a fast-paced, multinational environment. 

Team player with a practical, process-improvement mindset. 

Other 

Working hours: IST, may include occasional shifts for shipping windows or urgent device rollouts. 

Availability: Immediate or notice period considered. 

Compensation: Competitive, based on experience