| Job Description: |
This is Drive request, kindly qualify all the available profiles
Note: We have in person Drive on 9th June Location – TCS Sholinganallur, Kumaran Nagar, 415/21-24, TNHB Main Rd, Chennai – 600119, Time – 10.00 AM, kindly align the profiles accordingly
Job Title: Service Desk Analyst/Engineer (L1 / L2)
Experience Level: Min: 4-8 years
Location: On-site (Chennai Location)
Topic of Evaluation / Skills*
Mandatory / Non-mandatory Percentage (Skills / Topics should sum up to 100%) (Enter only multiples of 5)
• ITSM Tools (ServiceNow / Remedy) & Ticketing Process Mandatory 25%
• Incident Management & Troubleshooting (L1/L2) Mandatory 25%
• End User Computing (Windows, O365, VPN, AD) Mandatory 20%
• Communication & Customer Handling Skills Mandatory 20%
• Knowledge Management & Documentation Non-Mandatory 10%
Job Requirements and Responsibilities
Job Requirements*
• 4–8 years of Service Desk / Technical Support experience
• Strong knowledge of ITIL processes
• Experience in ServiceNow or similar ticketing tools
• Knowledge of Windows, O365, Active Directory, VPN
• Ability to manage high-volume ticket environments
• Strong communication and customer handling skills
Key Responsibilities*
• Provide L1/L2 support via calls, chats, and tickets
• Troubleshoot user access, email, VPN, and desktop issues
• Ensure SLA adherence and ticket resolution
• Escalate issues with proper documentation
• Maintain ticket updates and knowledge articles
• Support major incident bridge calls
Job Qualifications & Skills
• Domain-IT Services / Managed Services / Enterprise Service Desk
• Soft Skills - Excellent communication
• Customer handling and empathy
• Team collaboration
Education Requirements
• Bachelor's degree in IT / Engineering or equivalent
• Certifications
• ITIL Foundation, ServiceNow CSA (preferred)
Sample Questions about Training Model:
Technical:
• Explain the Incident Management lifecycle in ITIL.
• What is the difference between Incident, Service Request, and Problem?
• How do you troubleshoot VPN connectivity issues?
• What steps would you follow if a user cannot access Outlook?
• Explain Active Directory user and group management basics.
Scenario-Based
• A user reports repeated system slowness—how would you approach resolution?
• Multiple users are unable to connect to VPN—what is your immediate action plan?
• Process / Communication
• How do you handle an irate customer on a support call?
• What steps do you take to ensure SLA compliance in a high ticket volume scenario? |
