Helpdesk Expert

CIEL HR; Gurugram District; On-site; INR 500,000 - 700,000; Full time

Job summary

CIEL HR in Gurugram invites an experienced IT Helpdesk Expert to join our service desk team. You will handle Level 1 tickets, provide end-user support, log incidents, troubleshoot, and escalate when needed, using ServiceNow within ITIL-aligned processes.

The ideal candidate has 5+ years of IT helpdesk experience, strong communication, and proficiency with ServiceNow and Windows environments. You will work in a global enterprise setting, following SLA-driven workflows and contributing to

Qualifications

• 5+ years of experience in IT Helpdesk, Service Desk, Desktop Support, or Technical Support.
• Hands-on experience in L1 ticket handling and end-user support.
• Good understanding of ITIL service management processes, especially Incident Management and Request Fulfilment.
• Experience troubleshooting basic issues related to Windows OS, Office 365, Outlook, VPN, and network connectivity.
• Experience working in a global or enterprise helpdesk environment.

Responsibilities

• Provide Level 1 helpdesk support to end users via phone, email, chat, and self-service portal; log, categorize, prioritize, and resolve incidents and service requests using ServiceNow.
• Handle L1 tickets such as password resets, access issues, and basic hardware/software issues.
• Ensure tickets are updated with troubleshooting steps and resolution details; communicate with users professionally.
• Resolve incidents within defined SLA timelines and escalate when necessary to L2/L3 teams.
• Monitor queues, follow up on pending tickets, and close tickets after user confirmation.
• Create and update knowledge base articles and support documentation.

Skills

L1 ticket handling

End-user support

SLA management

ITIL knowledge

Strong communication

Education

Bachelor's degree or equivalent

Tools

ServiceNow

Job description

Job Summary

We are seeking an experienced Helpdesk Expert with 5+ years of experience in IT service desk and end-user support operations. The candidate will be responsible for Level 1 (L1) ticket handling, user support, incident logging, troubleshooting, request fulfillment, and timely resolution or escalation of issues through ServiceNow.

Key Responsibilities::

• Provide Level 1 helpdesk support to end users via phone, email, chat, and self-service portal.Log, categorize, prioritize, track, and resolve incidents and service requests using ServiceNow.
• Handle L1 tickets related to password resets, account unlocks, access issues, basic hardware/software issues, email, VPN, network connectivity, and standard application support.
• Ensure tickets are updated with accurate troubleshooting steps, resolution details, and user communication.
• Resolve incidents within defined SLA timelines and escalates unresolved or complex issues to L2/L3 support teams.
• Monitor ticket queues, follow up on pending tickets, and ensure timely closure after user confirmation.
• Maintain high standards of customer service and provide clear, professional communication to users.
• Perform initial troubleshooting using knowledge articles, SOPs, and standard operating procedures.
• Create and update knowledge base articles, FAQs and support documentation where required.
• Identify recurring incidents and escalates trends to the relevant technical teams for permanent resolution.
• Support service desk reporting by maintaining ticket data quality and providing updates on ticket status, backlog, SLA adherence, and escalations.
• Follow ITIL-based incident, request, problem, and escalation management processes. Participate in shift-based support and rotational schedules, if required.

Required Skills and Qualifications ::

• Bachelors degree or equivalent technical qualification.
• Minimum 5 years of experience in IT Helpdesk, Service Desk, Desktop Support, or Technical Support.
• Hands-on experience in L1 ticket handling and end-user support.
• Strong working knowledge of ServiceNow for incident management, request management, ticket updates, and reporting.
• Good understanding of ITIL service management processes, especially Incident Management and Request Fulfilment.
• Experience troubleshooting basic issues related to:
• Windows operating systems Microsoft Office / Microsoft 365Outlook and email support Active Directory user account management Password resets and account unlocks VPN and network connectivity Hardware and peripheral devices Remote support tools Strong communication, customer-service, and stakeholder-management skills.
• Ability to prioritize multiple tickets and work effectively within SLA-driven support environments.
• Good documentation and ticketing discipline.
• Preferred Qualifications ITIL Foundation certification.
• ServiceNow certification or hands-on experience with ServiceNow modules.
• Experience working in a global or enterprise helpdesk environment.
• Knowledge of remote support tools and endpoint management solutions.
• Experience supporting users through voice, chat, email, and portal channels.

Key Competencies

:: L1 Helpdesk SupportServiceNow Ticket ManagementIncident and Request HandlingSLA ManagementEnd-User SupportBasic Technical TroubleshootingEscalation ManagementCustomer ServiceITIL ProcessesKnowledge Base and SOP Adherence