Role & responsibilities

ob Summary:

We are looking for a Service Desk Engineer with strong technical knowledge and hands-on experience in IT Service Management (ITSM), particularly with ServiceNow. The successful candidate will have expertise in incident and request management, Active Directory, VPN technologies, and excellent communication skills. This role requires direct interaction with international customers, so proficiency in English, along with robust customer handling and problem-solving skills, is essential. Experience with tools such as remote control software and familiarity with SLAs/OLAs will be key to success in this position.

Key Responsibilities:
- Incident and Request Management: Handle service requests and incidents using ServiceNow ITSM tool, ensuring timely resolution within agreed SLAs and OLAs. Manage tickets from creation to closure, ensuring accurate logging, categorization, and prioritization.
- Active Directory Management: Perform user account management tasks including user creation, password resets, and access rights assignments in Active Directory.




- Email Communication: Communicate clearly and professionally with users via email, ensuring that all issues, resolutions, and updates are documented.
- Remote Support Tools: Use remote control tools to troubleshoot and resolve end-user issues, ensuring smooth and efficient support for users working remotely or across different locations.
- SLA and OLA Knowledge: Ensure that service delivery aligns with established SLAs (Service Level Agreements) and OLAs (Operational Level Agreements). Monitor ticket progress and escalate issues that may breach SLAs or OLAs.
- Customer Handling and Communication: Provide exceptional customer service by effectively managing customer expectations and offering clear, timely communication regarding incident status, resolution timelines, and next steps. Demonstrate patience, empathy, and a positive attitude when handling difficult customer interactions.
- VPN

📌 Service Desk Analyst (Bengaluru)
🏢 Quess
📍 Bengaluru