Location: Chennai
Job Title: Service Desk Analyst (24x7 Support)
Skills: Service Desk Management
Experience Required: 46

Role Descriptions: IT IS_Service Desk

Job Summary
We are seeking a proactive and customerfocused Service Desk Analyst to provide 24x7 IT support. The ideal candidate should possess excellent neutral English communication skills and handson experience with ticketing tools (e.g., ServiceNow) and contact center environments. This role serves as the primary point of contact for enduser IT support.

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 networkrelated issues
Diagnose and resolve issues or escalate to higherlevel 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 highquality customer service and ensure positive user experience

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/WiFi/VPN)
Understanding of ITIL framework (preferred)

Experience
46 years of experience in IT Service Desk / Helpdesk support

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.

Preferred Attributes
Robust problemsolving and analytical skills
Ability to work under pressure and meet SLA targets
Customerfirst mindset with attention to detail
Team player with a proactive attitude

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Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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