IT IS_Service Desk

ConfidentialChennai

30+ days ago

Job description

Key Responsibilities :

User Support & Issue Resolution : Provide first-level support for users via phone, email, and chat, addressing IT-related issues such as password resets , software installations , network connectivity issues , printer problems , and other technical issues.
Incident Management : Log and categorize all incidents and service requests in the Service Desk ticketing system , ensuring detailed documentation of each issue and its resolution.
Problem Identification & Troubleshooting : Identify root causes of issues and perform basic troubleshooting to resolve them, escalating complex problems to the appropriate second- or third-line support teams when necessary.
Service Request Management : Process and track IT service requests (e.g., access requests, software installations, new hardware, etc.) and ensure timely delivery in accordance with SLAs.
Knowledge Management : Maintain a knowledge base of common issues and solutions to increase efficiency and improve service delivery. Update and share this knowledge regularly.
Hardware & Software Support : Provide support for both hardware (e.g., PCs, laptops, printers, mobile devices) and software (e.g., operating systems, office productivity tools, applications) used by the organization.
Escalation & Communication : Ensure proper communication with end-users, providing status updates on ongoing issues. Escalate unresolved issues to the appropriate higher-level support teams and monitor resolution progress.
Account Management : Assist with user account management tasks, including password resets, access provisioning, and maintaining user profiles in Active Directory , Microsoft 365 , or other identity management systems.
System Maintenance & Updates : Assist in the deployment of patches and software updates, including operating system and application updates for desktops and laptops.
IT Asset Management : Help with tracking and inventorying IT assets (e.g., hardware, software licenses) and ensure that assets are allocated and returned in accordance with company policies.
Training & Guidance : Provide basic training to end-users on new software, systems, or IT tools, ensuring users are equipped to use technology efficiently.
Security Awareness : Ensure security best practices are followed by users, including password policies, multi-factor authentication (MFA), and the safe handling of sensitive information.
Customer Service : Provide excellent customer service, maintaining professionalism, patience, and effective communication while resolving technical issues.

Required Qualifications & Skills :

3-5 years of experience in an IT Service Desk , helpdesk , or technical support role.

Basic understanding of ITIL processes and service management concepts.

Strong knowledge of Windows and macOS operating systems, including system settings and software installation.

Familiarity with Microsoft Office Suite (Word, Excel, Outlook, etc.) and productivity tools (e.g., Google Workspace ).

Basic networking knowledge, including troubleshooting Wi-Fi , LAN , and VPN connectivity issues.

Experience with ticketing systems such as ServiceNow , Jira Service Desk , or Zendesk .

Excellent communication skills, with the ability to explain technical issues in simple terms to non-technical users.

Strong customer service skills, with a positive and helpful attitude.

Familiarity with Active Directory for user management (password resets, account creation, permissions).

Ability to troubleshoot hardware and software issues and perform basic diagnostics.

Strong attention to detail and organizational skills to manage multiple service requests and issues efficiently.

Ability to work under pressure and prioritize tasks in a fast-paced environment.

Skills Required

Servicenow, zendesk, Word, Excel

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Desk • Chennai