Service Desk Engineer_Immediate_Gurgaon/Noida

CIEL HR; Dadri, Gurgaon; Hybrid; INR 5,00,000 - 7,00,000; Full time

Job summary

A technology solutions provider is seeking an L1 Specialist Helpdesk Support in Gurugram. The role requires expertise in ServiceNow, as the candidate will provide first-level technical support, helping users through various channels. With a focus on customer satisfaction, the ideal applicant will have 5 years of helpdesk experience, showcasing strong communication skills and the ability to multitask in a fast-paced environment. Interviews will be conducted in the office, and candidates should be prepared for rotational shifts.

Qualifications

• 5+ years of experience in helpdesk or IT support.
• Proficient in using ServiceNow or similar ITSM tools.
• Strong communication skills are necessary.

Responsibilities

• Serve as the first point of contact for user issues.
• Log, categorize, and prioritize incidents in ServiceNow.
• Troubleshoot Level 1 technical issues.
• Monitor ticket queues for timely resolution.

Skills

Proficiency with ServiceNow

5 years of experience in helpdesk or IT support

Strong oral and written communication skills

Ability to multitask and work under pressure

Basic knowledge of Windows OS, MS Office

ITIL Foundation certification

Ability to work in rotational shifts

Tools

ServiceNow

Job description

Job Title: L1 Specialist Helpdesk Support; Location: Gurugram (Hybrid)

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).
• 5 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.

Please send your resume to [e-mail]

Mode of interview - Scheduled Interviews At Office.