Job Summary: We are seeking a proactive and detail-oriented L1 Specialist to provide first-level technical support through our helpdesk. The ideal candidate will have hands-on experience with ServiceNow and a proven ability to handle, track, and resolve user tickets efficiently. Strong communication skills and a customer-first mindset are essential to succeed in this role.
Key Responsibilities: • Serve as the first point of contact for user issues via phone, email, or ticketing system. • Log, categorize, and prioritize incidents and service requests in ServiceNow. • Troubleshoot and resolve Level 1 technical issues or escalate to L2/L3 teams when necessary, based on the priorities. • Monitor ticket queues and ensure timely resolution within SLAs.
• Document solutions and maintain accurate knowledge base articles. • Deliver clear and professional communication to users, ensuring high customer satisfaction. • Report anomalies and potential issues proactively.
Required Skills & Qualifications: • Proficiency with ServiceNow (or similar ITSM tools). • 2 years of experience in helpdesk or IT support. • Strong oral and written communication skills. • Ability to multitask and work under pressure in a rapid-paced environment. • Basic knowledge of Windows OS, MS Office, network connectivity, and common enterprise applications. • ITIL Foundation certification (preferred, not mandatory). • Ability to work in rotational shifts.
📌 Service Desk Engineer_1+Years_Immediate_Bangalore (Bengaluru)
🏢 CIEL HR
📍 Bengaluru
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