Skills

Must have

2 to 4 years of experience in an enterprise IT Service Desk, Help Desk, or Level 1 user-support role.
Working knowledge of incident and service-request management.
Experience using an ITSM platform such as ServiceNow, BMC Helix, Jira Service Management, or an equivalent enterprise ticketing tool.
Understanding of ticket logging, classification, prioritization, escalation, routing, and closure.
Experience supporting users through telephone, email, chat, or Microsoft Teams.
Basic troubleshooting knowledge across:
Ability to follow SOPs, runbooks, knowledge articles, and escalation matrices.
Good spoken and written English.
Strong customer-service orientation and professional telephone etiquette.
Ability to capture information accurately and communicate clearly with users and resolver teams.
Willingness to work rotational shifts, weekends, and bank holidays according to the support roster.

Required Skills and Experience

2 to 4 years of experience in an enterprise IT Service Desk, Help Desk, or Level 1 user-support role.
Working knowledge of incident and service-request management.
Experience using an ITSM platform such as ServiceNow, BMC Helix, Jira Service Management, or an equivalent enterprise ticketing tool.
Understanding of ticket logging, classification, prioritization, escalation, routing, and closure.
Experience supporting users through telephone, email, chat, or Microsoft Teams.
Basic troubleshooting knowledge across:
Windows desktop and laptop environments
Microsoft 365 applications
Outlook and Microsoft Teams
User-access and authentication issues
VPN and VDI connectivity
Basic network connectivity
Remote-access tools
Standard enterprise applications

Ability to follow SOPs, runbooks, knowledge articles, and escalation matrices.
Good spoken and written English.
Strong customer-service orientation and professional telephone etiquette.
Ability to capture information accurately and communicate clearly with users and resolver teams.
Willingness to work rotational shifts, weekends, and bank holidays according to the support roster.

Service Desk Engineer

Compensation

Not disclosed

Location

Greater Noida

Work setup

Hybrid

Seniority

Not specified

Employment

Full time

Experience

3+ years

2 to 4 years of experience in an enterprise IT Service Desk, Help Desk, or Level 1 user-support role.
Working knowledge of incident and service-request management.
Experience using an ITSM platform such as ServiceNow, BMC Helix, Jira Service Management, or an equivalent enterprise ticketing tool.
Understanding of ticket logging, classification, prioritization, escalation, routing, and closure.
Experience supporting users through telephone, email, chat, or Microsoft Teams.
Basic troubleshooting knowledge across:
Ability to follow SOPs, runbooks, knowledge articles, and escalation matrices.
Good spoken and written English.
Strong customer-service orientation and professional telephone etiquette.
Ability to capture information accurately and communicate clearly with users and resolver teams.
Willingness to work rotational shifts, weekends, and bank holidays according to the support roster.

Required Skills and Experience

2 to 4 years of experience in an enterprise IT Service Desk, Help Desk, or Level 1 user-support role.
Working knowledge of incident and service-request management.
Experience using an ITSM platform such as ServiceNow, BMC Helix, Jira Service Management, or an equivalent enterprise ticketing tool.
Understanding of ticket logging, classification, prioritization, escalation, routing, and closure.
Experience supporting users through telephone, email, chat, or Microsoft Teams.
Basic troubleshooting knowledge across:
Windows desktop and laptop environments
Microsoft 365 applications
Outlook and Microsoft Teams
User-access and authentication issues
VPN and VDI connectivity
Basic network connectivity
Remote-access tools
Standard enterprise applications

Ability to follow SOPs, runbooks, knowledge articles, and escalation matrices.
Good spoken and written English.
Strong customer-service orientation and professional telephone etiquette.
Ability to capture information accurately and communicate clearly with users and resolver teams.
Willingness to work rotational shifts, weekends, and bank holidays according to the support roster.