IT Helpdesk Support Engineer

Job Description

. We are seeking a proactive and customer-focused IT Helpdesk Support Professional to provide technical assistance and support to end users experiencing software and application-related issues.

. The ideal candidate will possess strong troubleshooting abilities, effectively manage support tickets, and ensure timely resolution of incidents while adhering to defined SLAs and KPIs.

Key Responsibilities

. Provide first-level technical support for software and application-related issues. Diagnose, troubleshoot, and resolve incidents raised by end users. Log, track, prioritize, and manage tickets through ServiceNow or other ticketing systems.

. Escalate unresolved issues to appropriate teams and follow up to ensure timely closure.

. Communicate updates and resolutions clearly to users throughout the ticket lifecycle. Monitor and meet established service levels, KPIs, and response timelines.

. Document incidents, solutions, and workarounds accurately within the ticketing system.

. Support incident, service request, and problem management processes.

. Collaborate with internal teams to identify recurring issues and drive continuous improvement.

. Maintain a high level of customer satisfaction through professional and effective support.

Required Skills

. Experience 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 tools.

. Familiarity with ITIL processes, including incident, problem, and service request management. Experience working in SLA/KPI-driven support environments.

. Strong customer service, communication, and end-user engagement skills.

. Ability to manage multiple priorities in a fast-paced support environment.

. Preferred Experience 2-4 years of experience in IT Helpdesk, Service Desk, or Application Support roles.

. Experience supporting enterprise users and business applications.

. ITIL Foundation certification will be an added advantage.