Job Title

Skill- Service desk Agent Experience - 2 to 6 years Location- NoidaJDDesired Competencies (Technical/Behavioral Competency)The Service Desk Agent is the first point of contact for end-users, responsible for logging, categorizing, and resolving IT-related incidents and service requests. This role requires strong communication skills, technical troubleshooting ability, and a customer-centric approachMain Activities· Handle incoming calls, emails, and chat requests from users. · Log incidents and service requests accurately in the ticketing system. · Provide first-level troubleshooting for hardware, software, and network issues. · Escalate unresolved issues to appropriate support teams. · Follow up on open tickets to ensure timely resolution. · Maintain knowledge base articles and update documentation. · Ensure compliance with SLAs and ITIL processes. · Communicate effectively with users regarding status and resolution. · Identify recurring issues and suggest improvements.Must-Have· Experience with ITSM tools (ServiceNow). · Basic knowledge of Windows OS, MS Office, and common enterprise applications. · Strong communication and customer service skills. · Ability to work in shifts and handle high-volume requests. · Problem-solving and analytical skills. · Familiarity with ITIL concepts (Incident, Request, Escalation). Reporting & Documentation - Ability to generate reports, maintain logs, and document incidents accurately. · Understanding thresholds, KPIs, and how to interpret alertsGood to have · Knowledge of Active Directory, remote desktop tools. · Basic networking concepts (IP, DNS, VPN).