It Service Desk Engineer

Tekskills Inc.; Delhi; On-site; INR 420,000 - 560,000; Full time

Job summary

Tekskills Inc. in Delhi is hiring a Service Desk IT Support Analyst to receive, log, and manage client service requests using ServiceNow or approved ITSM tool.

You will fulfil requests by following SOPs, workflows, and knowledge articles, ensuring accurate documentation, and communicating progress clearly to end users.

The role requires strong ITIL knowledge, excellent communication, and readiness for 24x7 shift coverage, contributing to SLA compliance and client satisfaction.

Qualifications

• Experience as a Service Desk IT Support Analyst in ITSM.
• Proficient with ServiceNow or similar ITSM tools.
• Good understanding of ITIL processes, focused on Request Fulfilment.
• Strong written and verbal communication to interact with users.
• Ability to categorize, prioritize, and assign requests per SOPs.
• Familiarity with SOPs and knowledge articles for fulfilment.
• Basic technical understanding of common service requests (user access, password resets, software installation, asset requests).
• Aware of SLA commitments and timely request management.
• Comfortable in a 24x7 shift roster, including weekends.

Responsibilities

• Log and manage service requests using ServiceNow or approved ITSM tool.
• Fulfil requests following SOPs, workflows, and knowledge articles.
• Document activities, updates, approvals, and closures accurately.
• Communicate request status to end users clearly and professionally.
• Monitor SLAs and ensure timely resolution; escalate as needed.
• Ensure compliance with client policies and governance standards.
• Be available to work in a 24x7 shift roster, including weekends.

Skills

Communication

Customer service

Ticketing

Documentation

SLA adherence

Problem solving

Tools

ServiceNow

Job description

Role & responsibilities

Receive| log| and manage Service Requests from client users using ServiceNow or the approved ITSM tool.Fulfil service requests by strictly following approved SOPs| workflows| and knowledge articles.Ensure accurate documentation of all request activities| updates| approvals| and closures. Communicate request status| progress| and completion clearly and professionally to end users. Monitor and manage assigned requests to ensure SLA adherence and timely resolution. Identify requests requiring escalation and route them to the appropriate resolver groups as per process. Maintain compliance with client policies| audit requirements| and service governance standards.

Essential Skills: Job Requirements Proven experience working as a Service Desk IT Support Analyst handling Service Requests in an ITSM environment. Strong hands on experience with ServiceNow (or similar ITSM tools) for request creation| tracking| and closure. Good understanding of ITIL processes| with a clear focus on Request Fulfilment. Excellent written and verbal communication skills to interact professionally with client end users. Ability to accurately categorize| prioritize| and assign service requests as per defined SOPs. Experience in following standard operating procedures (SOPs) and using knowledge articles (KBs) for fulfilment. Basic technical understanding of common service requests such as user access| password resets| software installation| and asset requests. Strong awareness of SLA commitments and ability to manage requests within defined timelines. Good documentation skills with attention to ticket quality| completeness| and audit compliance. Ability to work in a process driven| client facing environment with a strong customer service mindset. Associate should be flexible to work in 24X7 environment as per the shift roster including Weekend.