IT Helpdesk Support Engineer

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.

Additional Information

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.

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Company Intel

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