IT Helpdesk Support Engineer

Job Description · We are seeking a proactive and customer-focused IT Helpdesk Support Professional to provide technical assistance and support to end users experiencing software and application-related issues. · The ideal candidate will possess strong troubleshooting abilities, effectively manage support tickets, and ensure timely resolution of incidents while adhering to defined SLAs and KPIs. Key Responsibilities · Provide first-level technical support for software and application-related issues. Diagnose, troubleshoot, and resolve incidents raised by end users. Log, track, prioritize, and manage tickets through ServiceNow or other ticketing systems. · Escalate unresolved issues to appropriate teams and follow up to ensure timely closure. · Communicate updates and resolutions clearly to users throughout the ticket lifecycle. Monitor and meet established service levels, KPIs, and response timelines. · Document incidents, solutions, and workarounds accurately within the ticketing system. · Support incident, service request, and problem management processes. · Collaborate with internal teams to identify recurring issues and drive continuous improvement. · Maintain a high level of customer satisfaction through professional and effective support. Required Skills · Experience handling ticket management and escalations in a service desk environment. · Strong troubleshooting and problem-solving skills for application-related issues. Hands-on experience with ServiceNow or similar ticketing tools. · Familiarity with ITIL processes, including incident, problem, and service request management. Experience working in SLA/KPI-driven support environments. · Strong customer service, communication, and end-user engagement skills. · Ability to manage multiple priorities in a fast-paced support environment. · Preferred Experience 2–4 years of experience in IT Helpdesk, Service Desk, or Application Support roles. · Experience supporting enterprise users and business applications. ·…