Service Desk Engineer

Role description

Service Desk Engineer

Mississauga, ON

Hybrid

JOB Description

Good to have Knowledge on ServiceNow Application Ticket Creation

Responsibilities

• ServiceNow Operations
• Monitor the ServiceNow queue for Blu related tickets
• Categorize prioritize and assign ticket types login issues product questions bug reports
• Maintain SLA compliance and escalate where needed

Blu Login Support

• Diagnose and resolve user login failures or errors SSO issues expired sessions MFA problems
• Perform entitlement checks and liaise with IT support if systemlevel access updates are required

Escalation Management

• Route verified bug reports with reproduction steps to Product Marketing and Engineering teams
• Use Akkios designated intake process for submitting and tracking feature requests
• Track escalations and follow up on resolution statuses

Customer Communication

• Communicate resolution steps to users
• Provide updates during triage or escalated issue resolution
• Ensure professionalism and consistency in tone and content

Documentation Feedback

• Update ServiceNow knowledge base articles based on recurring issues
• Document known errors and temporary workarounds
• Participate in retrospectives with Product Marketing for continuous improvement

Other details

Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree Canada (“LTIMC”):

Benefits and Perks:

• Comprehensive Medical Plan Covering Medical, Dental, Vision
• Health Care Spending Account
• Short Term and Long-Term Disability Coverage
• Life Insurance
• Annual vacation and other Paid Leaves
• Maternity Leave Top Up Pay

The range displayed on each job posting reflects the total compensation range for the position across all Canada locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.

LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.

Accessibility and Reasonable Accommodation:

LTIMindtree has an accommodation process in place and provides accommodations for applicants with disabilities. If you require a specific accommodation because of a disability or a medical need, please write to us at so that arrangements can be made for the appropriate accommodations to be in place.