Helpdesk Expert

Job Summary

We are seeking an experienced Helpdesk Expert with 5+ years of experience in IT service desk and end-user support operations. The candidate will be responsible for Level 1 (L1) ticket handling, user support, incident logging, troubleshooting, request fulfillment, and timely resolution or escalation of issues through ServiceNow.

Key Responsibilities::

• Provide Level 1 helpdesk support to end users via phone, email, chat, and self-service portal.Log, categorize, prioritize, track, and resolve incidents and service requests using ServiceNow.
• Handle L1 tickets related to password resets, account unlocks, access issues, basic hardware/software issues, email, VPN, network connectivity, and standard application support.
• Ensure tickets are updated with accurate troubleshooting steps, resolution details, and user communication.
• Resolve incidents within defined SLA timelines and escalate unresolved or complex issues to L2/L3 support teams.
• Monitor ticket queues, follow up on pending tickets, and ensure timely closure after user confirmation.
• Maintain high standards of customer service and provide clear, professional communication to users.
• Perform initial troubleshooting using knowledge articles, SOPs, and standard operating procedures.
• Create and update knowledge base articles, FAQs, and support documentation where required.
• Identify recurring incidents and escalate trends to the relevant technical teams for permanent resolution.
• Support service desk reporting by maintaining ticket data quality and providing updates on ticket status, backlog, SLA adherence, and escalations.
• Follow ITIL-based incident, request, problem, and escalation management processes. Participate in shift-based support and rotational schedules, if required.

Required Skills and Qualifications ::

• Bachelors degree or equivalent technical qualification.
• Minimum 5 years of experience in IT Helpdesk, Service Desk, Desktop Support, or Technical Support.
• Hands-on experience in L1 ticket handling and end-user support.
• Strong working knowledge of ServiceNow for incident management, request management, ticket updates, and reporting.
• Good understanding of ITIL service management processes, especially Incident Management and Request Fulfilment.
• Experience troubleshooting basic issues related to:
• Windows operating systems Microsoft Office / Microsoft 365Outlook and email support Active Directory user account management Password resets and account unlocks VPN and network connectivity Hardware and peripheral devices Remote support tools Strong communication, customer-service, and stakeholder-management skills.
• Ability to prioritize multiple tickets and work effectively within SLA-driven support environments.
• Good documentation and ticketing discipline.
• Preferred Qualifications ITIL Foundation certification.
• ServiceNow certification or hands-on experience with ServiceNow modules.
• Experience working in a global or enterprise helpdesk environment.
• Knowledge of remote support tools and endpoint management solutions.
• Experience supporting users through voice, chat, email, and portal channels.

Key Competencies :: L1 Helpdesk Support  ServiceNow Ticket Management  Incident and Request Handling  SLA Management  End-User Support  Basic Technical Troubleshooting  Escalation Management  Customer Service  ITIL Processes  Knowledge Base and SOP Adherence