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.
Solid 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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