IT Helpdesk Support Engineer

2 - 3 Years
1 Opening
Trivandrum

Key Responsibilities

• Handle customer interactions via telephone, email, chat, and web console.

• Deliver excellent customer service and set clear expectations based on agreed processes.

• Manage and resolve all tickets within target response and resolution times.

• Work on rotational shifts and demonstrate flexibility.

• Take ownership of customer issues and drive them to resolution, escalating when necessary.

• Meet or exceed performance metrics for the position.

• Demonstrate strong proficiency in Microsoft Office Suite (Word, Excel, Project).

• Engage in continuous learning to stay updated on relevant technologies.

Skills and Attributes

• Exceptional customer service and communication skills (verbal and written).

• Strong problem-solving ability with a proactive and flexible attitude.

• Highly organized, detail-oriented, and self-motivated.

• Ability to prioritize tasks and manage workload efficiently.

• Knowledge of the Internet, common applications, and connectivity protocols.

• Experience with Windows OS (knowledge of UNIX is an advantage).

• Familiarity with ServiceNow platform.

• Fluent in English (both written and spoken).

Qualifications and Experience

• Graduate-level education or equivalent experience (IT-related degree preferred but not mandatory).

• Minimum 1 year of experience in a support environment or customer-facing role.

It Helpdesk,ITIL,Ticketing