Service Desk Engineer

Role Service Desk Analyst / IT Support L1 Primary Skill Technical Troubleshooting OS, VPN, Email, MDM, Network Incident Management ServiceNow Experience in Years 2-3 years minimum in IT support service desk operations Must Have Skills Technical troubleshooting OS Windows Linux VPN email MDM basic networking Incident logging management in ServiceNow DEX with SLA adherence Firstcall resolution using scripts runbooks and Knowledge Base Multichannel support handling phone chat email and portal Basic AD operations password reset account unlock group membership checks Secondary Nice To Have Skills NOT MANDATORY Basic understanding of ITIL processes and SLA awareness Reporting analytics basic ticket trend observation Collaboration with L2L3 teams for escalations Basic domain awareness Windows macOS O365 network basics Soft Skills Communication clear concise and userfriendly explanation of technical concepts Customer service empathy handling frustrated users professionally Analytical problem-solving mindset with focus on user satisfaction Self learning continuous improvement documentation and process compliance 3 Qualifying Questions 1How would you troubleshoot a users VPN connection that fails only when working remotely but works fine in the office 2When logging an incident in ServiceNow what key information must you capture to ensure quick and accurate resolution 3How would you handle a frustrated user who is repeatedly facing the same issue and demands an immediate fix

Mandatory Skills : Servicedesk, Windows Server