Manage Engine Service Desk

• Manage, configure, and administer ManageEngine ServiceDesk Plus (on-prem/cloud).
• Set up and maintain incident, problem, change, and service request modules.
• Customize workflows, automation rules, SLAs, escalation matrix, and email alerts.
• Manage the user portal, templates, categories, and business rules.
• Integrate ServiceDesk Plus with other tools (Active Directory, Asset Explorer, AD Manager, etc.).
• Generate reports, dashboards, and metrics for service desk performance.
• Provide support and training to end-users and internal IT teams.
• Collaborate with L1/L2/L3 support to ensure smooth IT operations.
• Participate in ITSM process improvement and adoption of best practices.

Requirements:

• 1 to 2 years of experience with ManageEngine ServiceDesk Plus.
• Strong understanding of ITIL processes (certification preferred).
• Experience in setting up helpdesk automation and workflows.