Service Desk Support Technician (Bengaluru)

This position is contingent upon Customer approval, funding, and/or position availability. Job Summary The Service Desk Support Technician is responsible for providing essential ServiceNow L1 technical assistance and support to our workforce end users located across the globe using a ServiceNow ticketing system and following the Business Technology policies and procedures. Principal Accountabilities - Provide first-level IT technical support and problem resolution to all end-users with software, hardware and - Lifecycle ticket management, ensuring all tickets are dealt with and closed out or escalated to second-level support in a timely and professional manner - Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases - Maintain communications with customers throughout the problem resolution process - Desirable skills: automation, scripting, low-code / no-code tooling (e.g. MS PowerPlatform) - Administer user accounts via Active Directory, group membership and rights assignment based on established procedures - Technical Troubleshooting Printing, Unified Communications, including meeting room facilities (video conferencing), fixed and mobile telephony, video conferencing (e.g. Microsoft Teams, Zoom) - Report any pattern or trends to management for proactive problem management - Refer to internal IT news, knowledge articles, and general industry updates to stay up-to date with recent changes or recent implementations - Share observations with team and update knowledge base articles - Willing to perform other reasonable IT related duties if required as requested by management Knowledge & Skills - Experience in an IT support or a similar technical role, with a strong background in system, network, and - Experience with ServiceNow or similar IT ticketing systems - Experience in customer-focused environments, providing high-quality technical support - Ability to explain .