Help Desk Support

Act as a single point of contact for end-users regarding IT-related issues and queries. Ensure service delivery meets SLA requirements and customer expectations. Log, categorize, prioritize, and resolve incidents reported by end-users via phone, chat, or email. Communicate effectively with users regarding incident status and resolution. Collaborate with application and infrastructure support teams for incident resolution. Adhere to ITIL principles for incident management and service request fulfillment. Provide first-line support for IT issues (e.G., desktops, laptops, printers). Use ITSM tools (preferably ServiceNow) to log and manage incidents and service requests. Escalate unresolved issues to Level 2/Level 3 resolver groups. Maintain high customer service standards and adhere to SOPs and defined processes. Skills and Experience: Excellent communication and customer handling skills. Hands-on experience with ITSM tools, especially ServiceNow. Experience with first-line support and tr...