Helpdesk Engineer

• Provide first-line IT support and troubleshoot hardware, software, network, and system-related issues. • Log, track, and manage incidents and service requests using ServiceNow. • Follow ITIL processes for incident, problem, and service request management. • Escalate unresolved issues to the appropriate technical teams. • Maintain accurate records of issues, resolutions, and user communications. • Ensure timely resolution of support requests in line with agreed SLAs. • Relevant experience in Helpdesk, Service Desk, or IT Support. • Good understanding of ITIL processes; ITIL certification is preferred. • Hands-on experience with ServiceNow. • Strong troubleshooting, communication, and customer service skills. • Ability to work in a team and manage support requests efficiently. Skills IT Support ITIL ServiceNow