Service Desk Engineer - Chennai

Job Summary:

We are seeking a detail-oriented, customer-focused Service Desk Analyst to provide first-level technical support to users across the organization. You will be responsible for resolving IT issues, escalating complex problems, and ensuring a high level of customer satisfaction.

Key Responsibilities:

• Act as the first point of contact for all IT support queries via phone, email, or ticketing system.

• Log, track, and resolve incidents and service requests in a timely manner using ITSM tools (e.g., ServiceNow, Jira, Freshservice).

• Troubleshoot hardware, software, network, and printer issues.

• Escalate unresolved issues to appropriate technical teams.

• Follow ITIL best practices for incident, problem, and change management.

• Assist with user account management, including onboarding/offboarding and password resets.

• Maintain documentation for common issues and procedures.

• Provide remote support using tools like TeamViewer, Remote Desktop, or SCCM.

• Ensure compliance with company IT policies and security standards.

Required Skills & Qualifications:

• Proven experience in a Service Desk or IT Support role (1–3 years typical).

• Familiarity with Windows OS, Microsoft Office 365, and Active Directory.

• Knowledge of ticketing systems and remote support tools.

• Strong problem-solving and communication skills.

• Customer-service orientation and ability to handle stressful situations professionally.

• Basic understanding of networking concepts (IP, DNS, DHCP).

• IT certifications (CompTIA A+, ITIL Foundation, Microsoft certifications) are a plus.