Service Desk L2_TCS

Diverse Lynx India

Location not stated

2 months ago

ServiceNow
ITIL
Windows OS
Mac

2 months ago

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Location: Chennai Job Title: Service Desk Analyst (24x7 Support) Skills: Service Desk Management Experience Required: 4-6 Role Descriptions: IT IS_Service Desk Essential Skills: IT IS_Service Desk Job Summary We are seeking a proactive and customer-focused Service Desk Analyst to provide 24x7 IT support. The ideal candidate should possess excellent neutral English communication skills and hands-on experience with ticketing tools (e.g., ServiceNow) and contact center environments. This role serves as the primary point of contact for end-user IT support. ________________________________________ Key Responsibilities • Serve as the first point of contact for IT support via phone, email, or ticketing system • Log, track, and manage incidents and service requests using tools like ServiceNow • Provide Level 1.5/L2 (L1.5) support for hardware, software, and network-related issues • Diagnose and resolve issues or escalate to higher-level support teams when required • Install, configure, and maintain desktops, laptops, printers, and mobile devices • Assist users with password resets, system access, and application troubleshooting • Follow standard operating procedures (SOPs) and ITIL best practices • Maintain accurate documentation of incidents, resolutions, and knowledge articles • Ensure timely ticket resolution in alignment with defined SLAs • Deliver high-quality customer service and ensure positive user experience ________________________________________ Required Skills & Qualifications • Strong communication skills (neutral English accent preferred) • Experience with ticketing tools (e.g., ServiceNow or similar) • Familiarity with contact center / helpdesk operations • Basic knowledge of: o Windows OS / Mac OS o Microsoft Office Suite o Networking fundamentals (LAN/Wi-Fi/VPN) • Understanding of ITIL framework (preferred) ________________________________________ Experience • 4-6 years of experience in IT Service Desk / Helpdesk support ________________________________________ Work Timings • Must be willing to work in a 24x7 rotational shift environment (including night shifts and weekends) ________________________________________ Preferred Attributes • Strong problem-solving and analytical skills • Ability to work under pressure and meet SLA targets • Customer-first mindset with attention to detail • Team player with a proactive attitude
Comments for Suppliers:

Location: Chennai
Job Title: Service Desk Analyst (24x7 Support)
Skills: Service Desk Management
Experience Required: 4-6

Role Descriptions: IT IS_Service Desk
Essential Skills: IT IS_Service Desk

Job Summary
We are seeking a proactive and customer-focused Service Desk Analyst to provide 24x7 IT support. The ideal candidate should possess excellent neutral English communication skills and hands-on experience with ticketing tools (e.g., ServiceNow) and contact center environments. This role serves as the primary point of contact for end-user IT support.
________________________________________
Key Responsibilities
• Serve as the first point of contact for IT support via phone, email, or ticketing system
• Log, track, and manage incidents and service requests using tools like ServiceNow
• Provide Level 1.5/L2 (L1.5) support for hardware, software, and network-related issues
• Diagnose and resolve issues or escalate to higher-level support teams when required
• Install, configure, and maintain desktops, laptops, printers, and mobile devices
• Assist users with password resets, system access, and application troubleshooting
• Follow standard operating procedures (SOPs) and ITIL best practices
• Maintain accurate documentation of incidents, resolutions, and knowledge articles
• Ensure timely ticket resolution in alignment with defined SLAs
• Deliver high-quality customer service and ensure positive user experience
________________________________________
Required Skills & Qualifications
• Strong communication skills (neutral English accent preferred)
• Experience with ticketing tools (e.g., ServiceNow or similar)
• Familiarity with contact center / helpdesk operations
• Basic knowledge of:
o Windows OS / Mac OS
o Microsoft Office Suite
o Networking fundamentals (LAN/Wi-Fi/VPN)
• Understanding of ITIL framework (preferred)
________________________________________
Experience
• 4-6 years of experience in IT Service Desk / Helpdesk support
________________________________________
Work Timings
• Must be willing to work in a 24x7 rotational shift environment (including night shifts and weekends)
________________________________________
Preferred Attributes
• Strong problem-solving and analytical skills
• Ability to work under pressure and meet SLA targets
• Customer-first mindset with attention to detail
• Team player with a proactive attitude

Comments for Suppliers:

Service Desk L2_TCS · Diverse Lynx India

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