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. Solid 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 workplace.
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 (India)
🏢 CIEL HR
📍 India
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.