Roles and Responsibilities

- L1 User Support: Handle basic IT issues, access/password requests and application/hardware troubleshooting.
- Ticket Management: Log, prioritize, update and close tickets within SLA; escalate unresolved issues to L2/L3.
- User Communication: Provide explicit updates, manage expectations and ensure user satisfaction.
- Documentation: Create and maintain KB articles, SOPs and troubleshooting documentation.
- Service Operations: Follow ITIL/service desk processes, identify recurring issues and support continuous improvement across 24x7 rotational shifts.

The Ideal Candidate

- 1-4 years of Service Desk / IT Support experience with hands-on ticket management.
- Strong verbal & written communication and customer-facing skills.




- Good knowledge of L1 troubleshooting, desktop/laptop, access management and enterprise applications.
- Experience with ITSM/ticketing tools, incident & service request management; ITIL knowledge preferred.
- Willingness to work 24x7 rotational shifts, including nights, weekends and public holidays.

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Service Desk EngineerSupport (Kanayannur)
🏢 Sinergia Media Labs
📍 Kanayannur