Experience Level - 4 to 12 years

Location - Bangalore, Kolkata

Work Type- Full Time

Job Requirements and Responsibilities

Job Requirements *

1. Strong understanding of IT Service Management (ITSM) processes (Incident, Request, Problem Management)

2. Experience with ServiceNow or similar ticketing tools

3. Knowledge of Windows OS, O365, basic networking, and endpoint troubleshooting

4. Exposure to Active Directory, Intune, and remote support tools

Key Responsibilities *

1. Act as the first line of support for IT incidents, service requests, and user queries

2. Log, categorize, prioritize, and manage tickets in ITSM tools (e.g., ServiceNow)

3. Perform initial troubleshooting and first contact resolution using SOPs and knowledge base articles

4. Provide end-to-end ti...