Job Description

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 the environment safer, healthier and more sustainable. From the food you eat 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 is a global leader in food, environmental, pharmaceutical and cosmetic product 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 35 years, Eurofins has grown from one laboratory in Nantes, France to 62,000 staff across a network of over 1,000 independent companies in 61 countries, operating 900 laboratories. Performing over 450 million tests every year, 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 specialized clinical diagnostics testing.

Eurofins is one of the fastest growing listed European companies with a listing on the French stock exchange since 1997.

Eurofins IT Solutions India Pvt Ltd (EITSI) is a fully owned subsidiary of Eurofins and functions as a Global Software Delivery Center exclusively catering to Eurofins Global IT business needs. The code shipped out of EITSI impacts the global network of Eurofins labs and services.

The primary focus at EITSI is to develop the next generation LIMS (Lab Information Management system), Customer portals, e-commerce solutions, ERP/CRM system, Mobile Apps & other B2B platforms for various Eurofins Laboratories and businesses. Young and dynamic, we have a rich culture and we offer fulfilling careers.

Job Title: Service Desk Engineer (L1/L2)

Location: Bangalore

Mode of work: Hybrid

Shift Timing: Rotational Shift

Job Summary

We are seeking a skilled and customer-focused Service Desk Engineer (L1/L2) to provide technical support for end users across infrastructure, applications, and devices. The role involves incident resolution, system administration, and collaboration during major incidents while ensuring compliance with ITIL best practices.

Key Responsibilities

Provide L1 & L2 technical support for software, hardware, and network-related issues

Handle incidents, service requests, and problems via Service Desk tools (BMC Helix)

Perform Major Incident Management and coordinate with resolver teams as per ITIL processes

Support Windows OS and Windows Server environments

Manage user accounts, access, and policies using Active Directory, Azure, and Microsoft Entra ID

Administer and support Microsoft 365 services

Perform software installation, patching, and system updates using SCCM/MECM

Conduct laptop and desktop imaging, deployment, and troubleshooting

Support and monitor systems using monitoring tools

Handle Cisco Webex calls, emails, and tickets with professional communication and email etiquette

Assist with basic IT security controls and IT compliance requirements

Provide intermediate-level network troubleshooting support

Ensure proper documentation and knowledge base updates

Deliver high-quality customer service with strong command of English (verbal and written)

Required Skills & Competencies

Strong Service Desk / IT Support experience

Excellent communication skills and email etiquette
Hands-on experience with:

Windows OS & Windows Server

Active Directory, Azure, Microsoft Entra ID

Microsoft 365

SCCM / MECM

BMC Helix

Knowledge of:

IT Security (Basic)

IT Compliance standards

Networking (Intermediate)

Monitoring tools
Experience in:

Laptop/Desktop Imaging

L1 & L2 troubleshooting (hardware and software)

Major Incident handling

Certification

ITIL Foundation (Preferred)