Roles and Responsibilities :
Key Responsibilities
Answer user calls, emails, chats and self-service portal requests, and log every request in the ITSM tool.
Sort tickets by category and priority and route them to the right resolver group.
Resolve basic L1 issues: password resets, account unlocks, Outlook and access problems.
Track tickets to closure within SLA, and update and follow up with users regularly.
Follow the escalation matrix for P1/P2 incidents.
Keep ticket notes and the knowledge base up to date.Tools: ServiceNow / BMC Remedy / ManageEngine ServiceDesk Plus, MS Teams, MS Excel.
Experience -1.5 years above
Location - Delhi
📌 Service Desk Engineer New Delhi
🏢 Cms IT Services
📍 New Delhi
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