Job Summary The role involves incident management, troubleshooting Windows/Mac OS, Active Directory, Office 365, network connectivity, printers, and business applications while ensuring SLA compliance through ITSM tools like ServiceNow.

Key Responsibilities

- Provide L1 technical support via phone, chat, and remote tools.

- Log, prioritize, and resolve incidents using ServiceNow.

- Troubleshoot Windows, Mac OS, Active Directory, Office 365, VPN, printers, and network issues.

- Escalate complex incidents to L2/L3 teams.

- Maintain accurate ticket documentation and knowledge articles.

- Ensure SLA adherence and excellent customer experience.

- Perform incident follow-up, RCA support, and shift handovers.

Required Skills

- 46 years of Technical Service Desk experience.

- Hands-on experience with ServiceNow or similar ITSM tools.

- Knowledge of ITIL processes.

- Robust troubleshooting skills in Windows, Mac OS, TCP/IP, DNS, DHCP, and Active Directory.

- Excellent communication and customer support skills.

- Willingness to work rotational shifts.

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