IT Infrastructure Service Desk Agent

Job description

Job Description Job Title: Service Desk Engineer Work Location: Coimbatore, India Reporting to: Service Desk manager Mode of work: Permanent role Shift Timings: 12PM – 9PM or 3.30PM – 12.30AM Job Description Are you passionate about IT and eager to grow your career in a dynamic, international environment? Join our Service Desk team in Coimbatore, India, where you’ll be the first point of contact for IT support across Europe, we´re looking for services desk. As a Service Desk Engineer, you’ll support over 20,000 users across 500 sites in Europe, ensuring smooth operations for our laboratories, offices, and VIP users. You’ll handle a wide range of IT issues, from Microsoft 365 to workplace hardware, and play a key role in delivering high-quality service. You will support our internal users across Europe from Coimbatore. How can you help us? Key Duties and Responsibilities: Provide 1st line IT support for end users across Europe. Troubleshoot and resolve issues related to: Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) Windows 10/11Identity & Access Management Printing and patching (desktop/server) Application triage and routing Register, classify, and follow up on tickets using internal processes. Escalate complex issues to 2nd line support when needed. Contribute to documentation, knowledge base articles, and service catalog improvements. Identify and document workarounds and recurring issues. Qualifications: Bachelor's degree or comparable education Experience: 3 year+ Basic experience in a Service Desk or IT support role is expected. Candidates must possess strong communication skills in English, French, and Spanish. Solid troubleshooting skills, especially with Windows and Microsoft 365. A strong customer service mindset and initiative to resolve issues efficiently. A proactive, “can-do” attitude and the ability to thrive in a fast-paced environment. Personal Skills: Team Player, Smart worker, Quick learner, Willingness to work in off business hours with On-call setup in needed. Nice to have: Experience with Windows Server, Active Directory, or networking. Familiarity with BMC Helix ticketing system. ITIL Foundation certification. Knowledge of Azure, SCCM, or Intune. Windows Patching management for end user devices What else should I know? This is a fantastic opportunity to build your IT career in a highly collaborative, multilingual environment. You’ll be part of a team that values continuous improvement, learning, and knowledge sharing. If you're motivated by problem-solving and thrive in a fast-paced support role, we’d love to hear from you. Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins works with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate. Eurofins believes it is a global leader in food, environmental, pharmaceutical and cosmetics products testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, CDMO, advanced material sciences and in the support of clinical studies. In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to over 62,000 staff across a network of more than 1000 independent companies in over 62 countries and operating more than 900 laboratories. Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products, as well as providing innovative clinical diagnostic testing services, as one of the leading global emerging players in specialised clinical diagnostics testing. In 2022, Eurofins generated total revenues of EUR € 6.515 billion, and has been among the best performing stocks in Europe over the past 20 years.