IT Helpdesk Support Engineer

Job Description:

• 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.

Requirements: Top 3 Mandatory skills:

• Experience in handling ticket management and escalations in a service desk environment.

• Strong troubleshooting and problem-solving skills for application-related issues.

• Hands-on experience with ServiceNow or similar ticketing systems.

Skills which are good to have/optional:

• Familiarity with ITIL processes (e.g., incident, problem, and service request management).

• Experience working in SLA/KPI-driven support environments, with an understanding of service performance and reporting expectations.

• Experience in customer-facing or end-user support roles, with strong communication and user engagement skills.