Senior Service Desk Engineer (ServiceNow & Incident Management)

• Provide L1 / L1.5 Service Desk support through phone, email, chat, and walk-up channels.
• Log, track, update, and manage incidents and service requests using ServiceNow.
• Perform Incident Management activities, including first-call resolution wherever possible.
• Troubleshoot and resolve Windows Support, Network Support, and Business Application issues at the first level.
• Escalate unresolved incidents to appropriate support teams with complete diagnostic information and maintain ownership until closure.
• Deliver Customer Support with timely updates, effective communication, and resolution confirmation.
• Handle VIP user requests with priority support and proactive communication.
• Support account activation, suspension, termination activities, and password reset requests.
• Provide Basic support for Active Directory user administration activities.
• Support Microsoft 365 applications and related end-user issues.
• Utilize Remote Support tools to diagnose and resolve user-reported problems.
• Contribute to Knowledge Management activities by creating, updating, and maintaining support documentation and knowledge articles.
• Monitor compliance with SLA / KPI targets and support reporting activities.
• Participate in continual service improvement initiatives and identify opportunities for knowledge-base and self-service enhancements.

Proficient

• Service Desk
• ServiceNow
• Incident Management

Intermediate

• Windows Support
• Network Support
• Customer Support

Basic

• Active Directory
• Microsoft 365
• Remote Support

Knowledge

• ITIL
• SLA / KPI
• Knowledge Management

• 9 to 11 years of experience in a global IT Service Desk or End User Support environment.

• ITIL Foundation Certification (preferred)
• Microsoft 365 Fundamentals (preferred)