Service Desk Junior Engineer-Service Support

Total Experience Expected: 00-01 years

• Provide L1 technical support to international users via phone, email, and chat.
• Troubleshoot issues related to Windows/OS, MS Office, hardware, printers, networks, VPN, and Active Directory.
• Log, categorize, prioritize, and track incidents using ServiceNow while meeting SLAs.
• Resolve issues using standard procedures and escalate complex issues to L2/L3 teams.
• Coordinate with technical teams and follow incidents through to resolution.
• Follow ITIL processes, security guidelines, and support procedures.
• Maintain accurate ticket documentation and provide clear user guidance.
• Handle multiple tickets effectively in a fast-paced, customer-focused environment.

Mandatory Skills

• Experience in L1 Service Desk / Help Desk Support.
• Strong knowledge of OS, MS Office, Active Directory, VPN, ServiceNow, hardware, and networking.
• Excellent verbal and written communication.
• Strong troubleshooting and problem-solving skills.
• Experience supporting international clients.

Additional Information (Travel & Shift, etc.)

• Willing to work from the office premises.
• Flexible & Open to work in 24*7 environment.