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 robust 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

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