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 robust 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.
Solid 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