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 escalate 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.