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L1 Information Technology Service Desk

L1 Information Technology Service Desk

ConfidentialChennai, India
9 days ago
Job description

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 :

  • Serve as the first point of contact for customers seeking technical assistance via phone, email, or ticketing tools.
  • Take ownership of user-reported issues and see them through to resolution or escalation.
  • Diagnose and troubleshoot basic technical issues, providing timely and effective solutions.
  • Escalate complex or Key unresolved issues to higher-level support teams while maintaining ownership until resolution.
  • Document all interactions and troubleshooting steps clearly and accurately in the ticketing system.
  • Use internal knowledge base and external resources to provide precise and effective technical support.
  • Conduct follow-ups to ensure customer satisfaction and issue closure.
  • Contribute to knowledge base development by creating or updating FAQs and troubleshooting guides.
  • Ensure all assigned tickets are properly logged and accounted for in end-of-shift reports.
  • Maintain adherence to SLA timelines and ensure quality in customer interactions.
  • Collaborate with team members to share knowledge and improve service quality.

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    Skills Required

    remote troubleshooting , Exchange Administration

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    Service Desk L1 • Chennai, India