We are seeking a skilled and customer-focused IT Service Desk Engineer to provide first-level technical support to end-users across global locations. The ideal candidate should possess strong communication skills, technical troubleshooting expertise, and hands-on experience in an IT Service Desk environment supporting international customers.

Key Responsibilities

- Provide Level 1 technical support via phone, email, and chat in a 24x7 support setting.
- Record, track, and resolve incidents and service requests through ITSM ticketing tools.
- Perform initial diagnosis and troubleshooting of hardware, software, desktop, and laptop-related issues.
- Support Microsoft 365 applications including Outlook, Teams, SharePoint, OneDrive, and other collaboration tools.
- Troubleshoot Office 365 and VPN connectivity issues.
- Coordinate with L2/L3 support teams for incident escalation and resolution.
- Work with OEM vendors for hardware support, warranty claims,



and service coordination.
- Ensure adherence to ITIL processes, service standards, and SLA commitments.
- Manage multiple tickets simultaneously while maintaining high customer satisfaction.
- Adapt to new technologies, tools, and business processes.

Required Skills

- Minimum 2+ years of experience in IT Helpdesk, Service Desk, or Technical Support.
- Strong troubleshooting skills in Windows OS, Microsoft 365, Office 365, VPN, and desktop support.
- Experience working with ITSM tools such as ServiceNow, Remedy, Jira Service Management, or similar.
- Excellent verbal and written communication skills.
- Strong customer service orientation and active listening skills.
- Ability to explain technical concepts to non-technical users.
- Willingness to work in 24x7 rotational shifts.

📌 IT Service Desk Engineer (Chennai)
🏢 Net Access India
📍 Chennai