- 8-10 years of Service Desk / IT Support experience.
- Experience with ServiceNow ITSM tool.
- Knowledge of Windows OS, and Microsoft 365 applications.
- Experience in Active Directory and account management.
- Understanding of ITIL processes; ITIL certification preferred.
- Robust communication, customer service, and problem-solving skills.
- Flexibility to work in a 24x7 support environment in rotational shifts.
- Act as the primary contact for IT incidents and requests.
- Perform L1 troubleshooting and resolve user issues.
- Log, track, and manage tickets in ServiceNow.
- Escalate issues to L2/L3 teams when required.
- Support software, hardware, and access requests.
- Monitor queues, dashboards, and SLA compliance.
- Maintain knowledge articles and documentation.
- Drive continuous service improvement initiatives.
- Monitor alerts, perform initial troubleshooting, and coordinate with L2/L3 teams for resolution.