Role & responsibilities

We are seeking an experienced Helpdesk Expert with 5+ years of experience in IT service desk and end-user support operations. The candidate will be responsible for Level 1 (L1) ticket handling, user support, incident logging, troubleshooting, request fulfillment, and timely resolution or escalation of issues through ServiceNow.

Key Responsibilities:: Provide Level 1 helpdesk support to end users via phone, email, chat, and self-service portal.Log, categorize, prioritize, track, and resolve incidents and service requests using ServiceNow.

Handle L1 tickets related to password resets, account unlocks, access issues, basic hardware/software issues, email, VPN, network connectivity, and standard application support.

Ensure tickets are updated with accurate troubleshooting steps, resolution details, and user communication.

Resolve incidents within defined SLA timelines and escalate unresolved or complex issues to L2/L3 support teams.

Monitor ticket queues, follow up on pending tickets, and ensure timely closure after user confirmation.

Maintain high standards of customer service and provide clear, professional communication to users.

Perform initial troubleshooting using knowledge articles, SOPs, and standard operating procedures.

Create and update knowledge base articles, FAQs, and support documentation where required.

Identify recurring incidents and escalate trends to the relevant technical teams for permanent resolution.

Support service desk reporting by maintaining ticket data quality and providing updates on ticket status, backlog, SLA adherence, and escalations.

Follow ITIL-based incident, request, problem, and escalation management processes.



Participate in shift-based support and rotational schedules, if required.

Required Skills and Qualifications ::

Bachelors degree or equivalent technical qualification.

Minimum 5 years of experience in IT Helpdesk, Service Desk, Desktop Support, or Technical Support.

Hands-on experience in L1 ticket handling and end-user support.

Solid working knowledge of ServiceNow for incident management, request management, ticket updates, and reporting.

Good understanding of ITIL service management processes, especially Incident Management and Request Fulfilment.

Experience troubleshooting basic issues related to:

Windows operating systems Microsoft Office / Microsoft 365Outlook and email support Active Directory user account management Password resets and account unlocks VPN and network connectivity Hardware and peripheral devices Remote support tools Robust communication, customer-service, and stakeholder-management skills.

Ability to prioritize multiple tickets and work effectively within SLA-driven support environments.

Valuable documentation and ticketing discipline.

Preferred Qualifications ITIL Foundation certification.

ServiceNow certification or hands-on experience with ServiceNow modules.

Experience working in a global or enterprise helpdesk environment.

Knowledge of remote support tools and endpoint management solutions.

Experience supporting users through voice, chat, email, and portal channels.

Key Competencies :: L1 Helpdesk Support ServiceNow Ticket Management Incident and Request Handling SLA Management End-User Support Basic Technical Troubleshooting Escalation Management Customer Service ITIL Processes Knowledge Base and SOP Adherence

Preferred candidate profile

📌 Technical Support Engineer (Gurugram)
🏢 CIEL HR
📍 Gurugram