Service Desk Engineer

CMS IT Services; New Delhi; On-site; INR 300,000 - 420,000; Full time

Job summary

CMS IT Services in Delhi seeks an IT Helpdesk L1 support engineer to handle user requests via calls, emails, chats, and a self-service portal. You will log requests in the ITSM tool, categorize tickets, and route them to the correct resolver group.

Responsibilities include resolving basic L1 issues such as password resets, account unlocks, Outlook access, and tracking tickets to closure within SLA. You will follow escalation procedures for P1/P2 incidents and keep notes up to date in the

Responsibilities

• Answer user calls, emails, chats and self-service portal requests, and log every request in the ITSM tool.
• Sort tickets by category and priority and route them to the right resolver group.
• Resolve basic L1 issues: password resets, account unlocks, Outlook and access problems.
• Track tickets to closure within SLA, and update and follow up with users regularly.
• Follow the escalation matrix for P1/P2 incidents.
• Keep ticket notes and the knowledge base up to date.

Job description

Roles and Responsibilities :

• Key Responsibilities

  • Answer user calls, emails, chats and self-service portal requests, and log every request in the ITSM tool.
  • Sort tickets by category and priority and route them to the right resolver group.
  • Resolve basic L1 issues: password resets, account unlocks, Outlook and access problems.
  • Track tickets to closure within SLA, and update and follow up with users regularly.
  • Follow the escalation matrix for P1/P2 incidents.
  • Keep ticket notes and the knowledge base up to date.
  Tools: ServiceNow / BMC Remedy / ManageEngine ServiceDesk Plus, MS Teams, MS Excel.
  
• Experience -1.5 years above
• Location - Delhi