Service Desk

Key Responsibilities

• Provide L1 technical support through calls, emails, chat, and web tickets.
• Log, categorize, prioritize, and track incidents/service requests in ticketing tools such as ServiceNow.
• Troubleshoot hardware, software, network, VPN, and application-related issues.
• Perform password resets, account unlocks, and user access management in Active Directory.
• Support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint).
• Follow ITIL/ITSM processes for incident and request management.
• Escalate unresolved issues to L2/L3 teams within SLA timelines.
• Maintain knowledge base articles (KBA), SOPs, and documentation.
• Provide excellent customer service and communication to end users.
• Work in rotational/24x7 shifts and support global users.

Mandatory Skills

• Service Desk / IT Helpdesk Support
• ServiceNow or ITSM tools
• Active Directory
• Windows OS Troubleshooting
• Microsoft 365 Support
• Incident & Request Management
• Excellent Communication Skills
• ITIL knowledge (preferred