Service Desk Engineer_1+Years_Immediate_Bangalore

CIEL HR; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

CIEL HR is seeking a proactive L1 Specialist Helpdesk Support in Bangalore to provide first-level technical assistance through our helpdesk. You will handle, track, and resolve user tickets with ServiceNow and maintain high customer satisfaction.

Candidates should have 2 years of IT support experience, strong communication skills, and a basic understanding of Windows OS, MS Office, and networking. ITIL Foundation is preferred, and shifts are rotational.

Qualifications

• 2 years of experience in helpdesk or IT support.
• Proficiency with ServiceNow or similar ITSM tools.
• Strong oral and written communication.
• Ability to multitask and work under pressure.
• Basic knowledge of Windows OS, MS Office, network connectivity.
• ITIL Foundation certification preferred.
• Ability to work in rotational shifts.

Responsibilities

• Serve as the first point of contact for user issues via phone, email, or ticketing system.
• Log, categorize, and prioritize incidents and service requests in ServiceNow.
• Troubleshoot and resolve Level 1 issues or escalate to L2/L3 when needed.
• Monitor ticket queues and ensure timely resolution within SLAs.
• Document solutions and maintain knowledge base articles.
• Deliver clear, professional communication to users and ensure satisfaction.
• Report anomalies and potential issues proactively.

Skills

Communication

Multitasking

Customer service

Written communication

Problem solving

Education

ITIL Foundation certificate (preferred)

Tools

ServiceNow

ITSM tools

Job description

Job Title: L1 Specialist Helpdesk Support

Location: Bangalore -WFO

Job Summary: We are seeking a proactive and detail-oriented L1 Specialist to provide first-level technical support through our helpdesk. The ideal candidate will have hands‑on experience with ServiceNow and a proven ability to handle, track, and resolve user tickets efficiently. Strong communication skills and a customer‑first mindset are essential to succeed in this role.

Key Responsibilities

• Serve as the first point of contact for user issues via phone, email, or ticketing system.
• Log, categorize, and prioritize incidents and service requests in ServiceNow.
• Troubleshoot and resolve Level 1 technical issues or elevate to L2/L3 teams when necessary, based on the priorities.
• Monitor ticket queues and ensure timely resolution within SLAs.
• Document solutions and maintain accurate knowledge base articles.
• Deliver clear and professional communication to users, ensuring high customer satisfaction.
• Report anomalies and potential issues proactively.

Required Skills & Qualifications

• Proficiency with ServiceNow (or similar ITSM tools).
• 2 years of experience in helpdesk or IT support.
• Strong oral and written communication skills.
• Ability to multitask and work under pressure in a fast‑paced environment.
• Basic knowledge of Windows OS, MS Office, network connectivity, and common enterprise applications.
• ITIL Foundation certification (preferred, not mandatory).
• Ability to work in rotational shifts.