Position Purpose

At IDP Education, we are transforming IT support through intelligent automation, AI-driven service delivery, and exceptional employee experiences. As a Technical Specialist, you will serve as a senior technical escalation point within the Service Desk function, resolving high-impact and complex incidents across enterprise applications, infrastructure, and digital workplace technologies.

The role combines advanced technical troubleshooting, AI quality assurance, continuous service improvement, and operational leadership. You will identify trends, eliminate recurring issues through problem management, strengthen knowledge management practices, and drive automation and shift-left initiatives. Additionally, you will mentor and coach Service Desk Analysts to improve technical capability, service quality, and user experience across global operations.

This role is ideal for a highly experienced support professional with solid analytical, technical, and stakeholder management skills who is passionate about leveraging AI and automation to modernize support services





Responsibilities

Advanced Incident & Problem Management :

Act as the primary escalation point for high-priority, complex, and business-critical incidents.
Perform advanced troubleshooting across applications, identity and access management, Microsoft 365, endpoint technologies, networks, and enterprise services.
Lead incident diagnosis, root cause analysis, and permanent resolution planning.
Collaborate with L2/L3 teams, vendors, and business stakeholders to drive incident resolution.
Identify recurring issues and implement preventive measures through proactive problem management.
Support Major Incident Management activities and contribute to post-incident reviews.

AI Quality Assurance & Decision Validation

Validate the accuracy and effectiveness of AI-generated recommendations, responses, and resolutions.
Perform rigorous testing of AI-enabled service management capabilities and virtual

📌 IDP Education (Chennai)
🏢 IDP Education
📍 Chennai