IT Helpdesk Engineer

Position Summary

We are seeking a motivated and customer-focused IT Service Management (ITSM) Engineer to join our global IT operations team. This role represents the evolution of a traditional IT Helpdesk function into a structured ITIL-aligned service management model.

The ITSM Engineer will provide Level 1 / Level 1.5 support to US-based end users, ensuring high-quality service delivery through incident, request, and problem management processes. The ideal candidate will have 2 3 years of IT support experience, strong English communication skills, and hands-on experience with ServiceNow or similar ITSM platforms.

This role requires working US EST hours from India and participating in a rotational after-hours P1 (Priority 1) on-call support schedule.

Key Responsibilities

Service Operations & Incident Management

• Manage and resolve Incidents and Service Requests in alignment with ITIL b...