Key Skills: ITIL, Desktop Support
Roles and Responsibilities:
- Provide first-level technical support via voice calls and chat for end users.
- Log, categorize, prioritize, and resolve incidents and service requests using ServiceNow.
- Follow ITSM/ITIL best practices for incident and request management.
- Troubleshoot issues related to hardware, software, network connectivity, and user access.
- Demonstrate proficiency in troubleshooting common IT issues, including Active Directory, VPN, Citrix, and VDI.
- Ensure timely resolution or escalation of tickets within defined SLAs.
- Maintain accurate documentation of issues, solutions, and user interactions.
- Collaborate with internal teams to ensure seamless service delivery.
- Participate in EST Hours rotational shift, including nights, weekends, and holidays.
- Report to the office daily as per company policy.
- Experience supporting global users.
Skills Required:
- Strong experience in desktop support and IT helpdesk operations
- Knowledge of ITIL/ITSM processes and tools (ServiceNow preferred)
- Hands-on with Active Directory, VPN, Citrix, and VDI environments
- Basic understanding of networking (LAN/WAN, DNS, DHCP)
- Experience in incident management, ticketing, and SLA adherence
- Good troubleshooting and problem-solving skills
- Strong communication skills (voice/chat support)
- Ability to work in rotational shifts and support global users
Education: Relevant technical certifications or degrees preferred.
