Key Responsibilities:

Receive, log, and categorize incidents and service requests via phone, chat, and ServiceNow portal.

Perform first-level troubleshooting for common issues including:

Password resets and MFA issues

Email and collaboration tools (O365)

VPN and remote access

Endpoint and peripheral issues (Windows, Mac, mobile devices, printers)

Resolve issues at first contact wherever possible using approved SOPs and Knowledge Base articles.

Escalate unresolved or complex issues to L2/L3 teams with complete documentation and diagnostics.

Maintain regular communication with end users regarding ticket status, expected resolution, and closure confirmation.

Skills & Qualifications

3-5 years of experience in an IT Service Desk or Help Desk role.

Strong working knowledge of ITIL Incident and Request Management processes.

Hands-on experience with ServiceNow or equivalent ITSM tools.

Familiarity with O365, Active Directory, VPN tools, endpoint management, and basic networking.

Excellent verbal and written communication skills.

Customer-centric mindset with strong problem-solving abilities.

Service Desk Team Lead