Job Description

Hiring for Service Desk Engineer- Chennai


Job Summary:
We are seeking a dedicated and customer-focused Service Desk Analyst to provide first-line technical support to users across the organization. You will be responsible for resolving IT-related issues, handling service requests, and ensuring high levels of customer satisfaction through timely and effective resolution.



Key Responsibilities:

• Serve as the first point of contact for users seeking technical assistance via phone, email, or ticketing system.
• Diagnose and troubleshoot hardware, software, network, and application issues.
• Escalate complex incidents and service requests to appropriate teams as needed.
• Record, track, and document help desk requests, including the problem-solving process and resolution.
• Follow standard procedures for proper escalation and ticket closure.
• Set up new user accounts, email, and access rights in accordance with internal policies.
• Support remote users with VPN, email, and system connectivity issues.
• Maintain asset inventory and perform routine IT maintenance tasks.
• Participate in onboarding and offboarding of employees from an IT perspective.
• Provide excellent customer service and follow up with end users to ensure issue resolution.

Requirements:

Education & Experience:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• 6+ years of experience in an IT support or service desk role.

Technical Skills:

• Proficiency with Windows and Mac OS environments.
• Experience with Microsoft Office 365, Active Directory, and remote desktop tools.
• Knowledge of ITSM tools such as ServiceNow, Jira Service Desk, or Zendesk.
• Basic networking knowledge (DNS, DHCP, VPN, TCP/IP).
• Familiarity with mobile device management and endpoint security.

Soft Skills:

• Strong problem-solving skills and attention to detail.
• Excellent verbal and written communication.
• Ability to work under pressure and prioritize effectively.
• Customer-oriented with a helpful attitude.

Diverse Lynx

Job Tags

Remote job,

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