1. Support Engineer (Helpdesk / CRM) – 2 Positions
- Experience: 6–10 Years
We are looking for experienced IT professionals to manage and deliver Helpdesk / CRM support operations at our client site in Delhi. The ideal candidates should have hands-on experience in IT service management, application support, ticket management, SLA monitoring and user support.
Key Responsibilities
Service Desk Lead:
- Manage day-to-day service desk and CRM support operations.
- Monitor and ensure compliance with defined SLAs.
- Handle escalations and major incidents.
- Supervise helpdesk engineers and manage shift rosters.
- Maintain ticketing workflows, knowledge base and reports.
- Drive process improvements using ITIL practices.
- Prepare service performance reports for the client.
Support Engineer (Helpdesk / CRM):
- Log, track and resolve user tickets within defined SLAs.
- Provide L1/L2 application and user support.
- Support users in Hindi and English.
- Escalate unresolved issues to L3 teams with complete details.
- Update knowledge base and ticket records.
- Follow up with users to confirm issue resolution.
Required Skills
- ITSM / ITIL
- L1/L2 Application Support
- Helpdesk / CRM Support Operations
- Ticketing Tools (JIRA / ServiceNow or similar)
- SLA and Escalation Management
- Troubleshooting and Incident Management
- Team Leadership (for Lead position)
- Positive Communication Skills (Hindi & English)
Educational Qualification B.E. / B.Tech in Computer Science / IT / MCA or equivalent qualification.
Preferred: ITIL Foundation or higher certification (for Service Desk Lead).
Work Location
Client Site, Delhi (Onsite Deployment).
Interested Candidates
Candidates with relevant experience in Service Desk, Helpdesk, CRM Support, ITSM or Application Support are encouraged to apply.
Candidate Details Form:
https://forms.cloud.microsoft/r/k3JAyXv2Z8
📌 Service Desk / Helpdesk / CRM Support Professionals (New Delhi)
🏢 Corporate Infotech (CIPL)
📍 New Delhi
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