We are seeking a proactive and detail-oriented L1 Specialist to provide first-level technical support through our helpdesk. The ideal candidate will have hands-on experience with ServiceNow and a proven ability to handle, track, and resolve user tickets efficiently. Strong communication skills and a customer-first mindset are essential to succeed in this role.
Key Responsibilities:
- Serve as the first point of contact for user issues via phone, email, or ticketing system.
- Log, categorize, and prioritize incidents and service requests in ServiceNow.
- Troubleshoot and resolve Level 1 technical issues or escalate to L2/L3 teams when necessary, based on the priorities.
- Monitor ticket queues and ensure timely resolution within SLAs.
- Document solutions and maintain accurate knowledge base articles.
- Deliver clear and qualified communication to users, ensuring high customer satisfaction.
- Report anomalies and potential issues proactively.
Required Skills & Qualifications:
- Proficiency with ServiceNow (or similar ITSM tools).
- 5 years of experience in helpdesk or IT support.
- Strong oral and written communication skills.
- Ability to multitask and work under pressure in a rapid-paced environment.
- Basic knowledge of Windows OS, MS Office, network connectivity, and common enterprise applications.
- ITIL Foundation certification (preferred, not mandatory).
- Ability to work in rotational shifts.
📌 Service Desk Engineer_Immediate_1+ Years (Bengaluru)
🏢 CIEL HR
📍 Bengaluru
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