Service Desk L2

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

Role Descriptions: 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.
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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
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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)
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Experience
• 4-6 years of experience in IT Service Desk / Helpdesk support
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Work Timings
• Must be willing to work in a 24x7 rotational shift environment (including night shifts and weekends). Cab facility will be provided for Night shift and Night Shift Allowance will be provided accordingly.
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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