IT Helpdesk Support Engineer

As an IT Helpdesk Support professional, you will be responsible for providing technical assistance and support to end-users who are experiencing software or application related issues. You will play a critical role in ensuring the smooth functioning of computer systems and addressing users' concerns promptly and effectively. Your expertise and problem-solving skills will be vital in resolving IT-related problems, improving user experience, and maintaining a high level of customer satisfaction. The role will also require you to escalate and respond back to users on the outcome of their highlighted issues within the required KPI/SLAs. Top 3 Mandatory skills

1. Experience in handling ticket management and escalations in a service desk environment
2. Strong troubleshooting and problem-solving skills for application-related issues
3. Hands-on experience with ServiceNow or similar ticketing systems Skills which are good to have/optional
4. Familiarity with ITIL processes (e.g., incident, problem, and service request management)
5. Experience working in SLA/KPI-driven support environments, with an understanding of service performance and reporting expectations
6. Experience in customer-facing or end-user support roles, with strong communication and user engagement skills