Role Overview

The End User Support Specialist will be responsible for providing day-to-day IT support for end users, ensuring smooth operations of workplace technologies, and managing Service Now ITSM processes. The role also involves conducting daily ServiceNow cadence calls, coordinating incident/problem management, and ensuring accurate IT asset and inventory tracking.

This position requires a strong balance of technical troubleshooting, communication, and organizational skills, with accountability for both end user experience and IT service management efficiency.

Key Responsibilities

End User Support

- Provide first- and second-level technical support for desktops, laptops, mobile devices, printers, and collaboration tools.
- Troubleshoot hardware, software, network, and application-related issues.
- Install, configure, and maintain operating systems, productivity applications, and security tools.
- Support users in resolving issues related to email (Outlook, G-Suite), VPN access, Wi- Fi, and remote connectivity.
- Assist with onboarding/offboarding activities including account creation, access provisioning, and device setup.
- Provide support for video conferencing, projectors, and meeting room equipment.
- Manage and troubleshoot enterprise applications such as Teams, Zoom, Webex, and Slack.
- Guide users on IT security best practices, including phishing awareness, password hygiene, and data protection.
- Escalate incidents to appropriate teams when required and follow up until closure.
- Document technical solutions and create user guides/FAQs for repeat issues.
- Ensure high levels of customer satisfaction through timely resolution and clear communication.

ITSM Cadence ownership

- Conduct daily ITSM cadence calls with cross-functional teams (incidents, problems, changes).
- Drive timely incident resolution and service restoration.




- Monitor ServiceNow/Ivanti dashboards to ensure SLAs are met and escalations are handled proactively.
- Prepare and present daily/weekly ITSM performance reports.
- Act as SME (subject matter expert) for end user services, ensuring adherence to ITIL best practices.

Inventory & Asset Management

- Maintain accurate records of IT assets (hardware/software) in the asset management system.
- Reconcile physical inventory with system records and address discrepancies.
- Track IT assets across their lifecycle including procurement, deployment, support, and retirement.
- Partner with vendors, procurement, and finance teams for lifecycle management of IT assets.
- Ensure compliance with software license management and audit requirements.
- Required Skills & Qualifications

- Bachelors degree preferred in Information Technology, Computer Science, or related field
- Minimum 5-6 years of experience in IT end user support or service desk operations.
- Hands-on experience with ITSM (incident, request, problem, change modules).
- Knowledge of ITIL processes and service management best practices.
- Experience in IT asset/inventory management systems.
- Good communication, coordination and leadership skills for daily cadence calls.
- Robust troubleshooting skills across Windows, Ms-Office, G-Suite, VPN, endpoint security, and collaboration tools (Teams, Zoom, Webex etc.).
- Basic knowledge of Infosec and compliance.

Preferred Qualifications

- ITIL Foundation certification.
- ITSM related certification.
- Experience with automation in ITSM workflows and reporting.
- Exposure to endpoint management tools (MDM, SCCM, Intune, BigFix, etc.).

Key Attributes

- Strong problem-solving skills.
- Ability to work under pressure and manage multiple priorities.
- Detail-oriented with strong ownership for accuracy in ITSM reporting and inventory.
- Proactive, collaborative, and able to coordinate between different teams.

📌 End User Support Specialist (Gurugram)
🏢 JK Cement
📍 Gurugram