Service Support Module Lead - Immediate joiner

Job Description

1. Manage calls, emails, chats, incidents, and alerts using the Service Now ticketing tool, ensuring all necessary details are recorded and issues are addressed promptly.
2. Document all incidents, alerts, events, and problems using standard reporting methods.
3. Quickly addressed and escalated issues as necessary.
4. Utilize checklists to ensure that identified problems are properly addressed.
5. Adhere to ITIL standards and the companys quality management system to meet service level agreements (SLAs).
6. Possess knowledge of computer systems, IT infrastructure, printers, networks, servers, and their components.

Mandatory Skills:

1. Strong understanding of operating systems, MS Office, Google Workspace, Active Directory, VPNs, ServiceNow, firewalls, and network devices.
2. Excellent written and verbal communication skills.
3. Familiarity with ITIL framework and practices.
4. Previous experience in an IT Service Desk role is a plus.
5. Basic knowledge of user and security groups in Active Directory.
6. Occasional on-site support for end users.
7. A team player who is self-motivated and takes pride in delivering excellent customer service
8. Cloud knowledge is must (AWS Cloud Practitioner certification is plus)