We offer a competitive benefits package that includes the following:
• A comprehensive provident fund policy, along with EOBI facilities • Paid leave entitlements
• Health insurance coverage for our employees and their immediate family members, including parents, covering both OPD and IPD
• Pay raises and paid training opportunities

We are currently seeking motivated candidates who are capable of thriving under pressure, adapting to new technologies, and keeping up with the latest industry trends.

Responsibilities:
• Provide level 1 troubleshooting and escalate unresolved issues to the appropriate team.
• Accurately classify, prioritize, and document Incident/Request details in the ServiceNow ticketing system.
• Close tickets with customer consent.
• Serve as the primary point of contact for customers seeking technical assistance via phone, email, chat, or self-service.
• Provide first contact resolution whenever possible.
• Track and communicate with customers throughout the ticket lifecycle and ensure proper follow-ups.

Non-Technical Qualifications:
• Customer-focused with a strong understanding of business impacts and exceptional customer service, oral, and written communication skills. • Detail-oriented and well-organized.
• Maintains cooperative working relationships with staff members, a team player.
• Strong customer service skills.
• Exceptional oral communication skills.
• Ability to take and provide direction.
• Familiarity with IT Service Management concepts, practices, and procedures, with ITIL knowledge being a plus.
• Strong IT problem-solving and troubleshooting skills.

Technical Qualifications:
• Familiarity with IT Service Management concepts, practices, and procedures, with ITIL knowledge being a plus.
• Must have prior Service Desk experience.
• Technical certifications such as CompTIA, A+, and MSCE are a plus.
• Experience with Windows 10, Office 365, Azure AD, Active Directory, and Exchange/Office O365 is required.
• Experience with ServiceNow Ticketing System is a plus.
• Experience with remote assistance tools such as Beyond Trust and RDP is a plus.