IT Helpdesk / Service Desk

Looking for an IT Helpdesk Executive / Service Desk Analyst to join our team at one of our metro city offices. Key Responsibilities: - Act as the first point of contact for IT-related issues via call, chat, or ticketing tool - Log, categorize, and prioritize incidents and service requests as per defined SLAs - Troubleshoot hardware, software, network, and access-related issues (Windows, Outlook, VPN, printers, etc.) - Perform basic remote troubleshooting using remote desktop tools - Escalate unresolved tickets to L2/L3 teams with clear documentation and follow up until closure - Maintain accurate records of all tickets, resolutions, and recurring issues in the ITSM tool - Assist with user account management tasks such as password resets and access provisioning - Update and maintain knowledge base articles and FAQs for common issues - Ensure adherence to ITIL processes and maintain high customer satisfaction (CSAT) scores Required Skills and Qualifications: - 2-4 years of experience in IT helpdesk, service desk, or technical support roles - Strong troubleshooting skills across Windows OS, MS Office, basic networking, and remote access tools - Familiarity with ITSM/ticketing tools such as ServiceNow, Freshservice, or similar - Basic understanding of ITIL processes (incident, request, and problem management) - Excellent verbal and written communication skills in English and Hindi - Strong customer service orientation with patience and a calm approach under pressure - Ability to work in rotational shifts, including night shifts if required - Relevant certifications (CompTIA A+, ITIL Foundation) are a plus but not mandatory