L1 – Service Desk Engineer

About The Company

iLink Digital is a Global Software Solution Provider and Systems Integrator, delivers next-generation technology solutions to help clients solve complex business challenges, improve organizational effectiveness, increase business productivity, realize sustainable enterprise value and transform your business inside-out. iLink integrates software systems and develops custom applications, components, and frameworks on the latest platforms for IT departments, commercial accounts, application services providers (ASP) and independent software vendors (ISV). iLink solutions are used in a broad range of industries and functions, including healthcare, telecom, government, oil and gas, education, and life sciences. iLink’s expertise includes Cloud Computing & Application Modernization, Data Management & Analytics, Enterprise Mobility, Portal, collaboration & Social Employee Engagement, Embedded Systems and User Experience design etc.

What makes iLink's offerings unique is the fact that we use pre-created frameworks, designed to accelerate software development and implementation of business processes for our clients. iLink has over 60 frameworks (solution accelerators), both industry-specific and horizontal, that can be easily customized and enhanced to meet your current business challenges.

Requirements

Shift: Late Night / Rotational Shifts

Role Summary

We are seeking a Service Desk Engineer to act as the primary point of contact for production support within an Application Managed Services (AMS) environment. The role involves handling incidents, service requests, and user communications using ServiceNow, ensuring timely response and adherence to SLAs.

Key Responsibilities

• Serve as the first point of contact for client-reported incidents and requests
• Log, categorize, and prioritize tickets in ServiceNow
• Perform initial triage and basic troubleshooting
• Provide timely acknowledgment and user updates
• Resolve routine issues using knowledge base / SOPs
• Escalate complex incidents to L2/L3 teams
• Ensure SLA compliance and proper ticket lifecycle management
• Maintain clear, professional communication with stakeholders

Required Skills

• Technical Skills
• Basic understanding of web applications (HTML, CSS, Angular – preferred)
• Familiarity with application support processes
• Basic troubleshooting skills
• Experience with ticketing systems (ServiceNow preferred)
• Soft Skills
• Excellent verbal & written communication
• Strong customer handling skills
• Ability to work under pressure

Benefits

• Competitive salaries
• Medical Insurance
• Employee Referral Bonuses
• Performance Based Bonuses
• Flexible Work Options & Fun Culture
• Robust Learning & Development Programs
• In-House Technology Training