Technical Support Representative

Job Title : Service Desk L1 Analyst

Location : Chennai

Shift : 24 / 7 Rotational Shifts (Mandatory)

Certifications : ITIL Foundation Certified (Mandatory or must be willing to obtain)

Skills :

• Excellent verbal and written communication skills.
• Prior International call handling experience is mandatory.
• Proficient in handling inbound and outbound customer calls .
• Clear and structured email communication with internal teams and external clients.
• Familiarity with ticketing tools such as ServiceNow (preferred), Jira etc.
• Basic understanding of ITIL framework , especially Incident and Request Management .
• Foundational knowledge of networking, infrastructure , Exchange Administration and O365 suite.
• Strong problem-solving skills with the ability to triage and escalate issues effectively.
• Ability to prioritize tasks and manage multiple open tickets simultaneously.
• Attention to detail with consistent and accurate reporting and documentation .
• Comfortable with remote troubleshooting and accessing customer systems securely.

Key Responsibilities :

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Skills Required

Servicenow, Request Management, Itil Framework, Jira, Exchange Administration