Role description

Job Summary:
Key Responsibilities:
Log, track, update, and resolve incidents and service requests using ServiceNow.
Meet agreed service levels (SLA) for response and resolution times.
Take ownership of customer issues and drive them to resolution.
Escalate complex issues to appropriate support teams when required.
Deliver exceptional customer service and maintain skilled communication with end users.
Work in rotational shifts and provide support in a global environment.
Create and maintain accurate documentation of incidents and resolutions.

Mandatory Skills:
IT Service Desk / Helpdesk Support
ServiceNow Ticketing Tool
Windows Operating Systems Support
Microsoft Office Suite (Word, Excel, Outlook)
Incident Management
Remote Troubleshooting
Customer Support & User Management
Excellent Verbal and Written English Communication

Preferred Skills:
Basic Networking Concepts (TCP/IP, DNS, DHCP)
Active Directory User Administration
Password Reset & Account Management
Knowledge of VPN and Remote Access Support




Basic UNIX/Linux Knowledge
ITIL Fundamentals

Required Qualifications:
Graduate degree or equivalent experience.
Minimum 1 year of experience in an IT Support, Service Desk, Helpdesk, or Customer Support workplace.
Solid customer service orientation and problem-solving skills.

Key Competencies:
Excellent Communication Skills
Customer-Centric Approach
Attention to Detail
Team Collaboration
Quick Learning Ability
Responsibility & Ownership
Professional Attitude
Ability to Work Under Pressure

Keywords for Sourcing:
Service Desk, Helpdesk, IT Support, Technical Support, L1 Support, Windows Support, ServiceNow, Incident Management, End User Support, Desktop Support, Active Directory, Customer Support, Global Service Desk, IT Helpdesk Engineer

Screening Mandatory Skills:
Service Desk / Helpdesk Support Experience
ServiceNow
Windows OS Support
Excellent English Communication

📌 It Helpdesk Engineer Thiruvananthapuram
🏢 UST
📍 Thiruvananthapuram