JOB DESCRIPTION Senior IT Service Desk Technician Location: Irungattukottai & Taramani, Tamil Nadu (100% On-Site) Department: Reports To: Information Technology IT Service Delivery Supervisor Employment Type: Schedule: Full time Standard business hours with on-call coverage for Priority 1 incidents About the Role We are seeking a highly skilled Senior IT Service Desk Technician to serve as a technical escalation point and operational leader within our IT support team. This role combines advanced troubleshooting, mentorship, incident leadership, and continuous service improvement. The ideal candidate brings strong expertise in Microsoft 365, endpoint management, identity and access management, and networking fundamentals, along with a passion for delivering an exceptional end-user experience. This individual will play a critical role in stabilizing systems, improving processes, and elevating service desk performance. Key Responsibilities Incident Management & Escalations • Serve as Tier 2/3 escalation point for complex technical incidents and service requests.



• Lead triage and resolution of Priority 1 and Priority 2 incidents, including root cause analysis and post-incident reviews. • Act as technical lead during major incidents, coordinating cross-functional response and executive communications as needed. • Ensure all incidents are properly documented, categorized, and resolved within SLA targets. • Participate in rotating on-call support for critical outages. Endpoint & Systems Administration • Administer and support Windows 11 endpoints, mobile devices (iOS), and related peripherals. • Manage Microsoft 365 services including Exchange Online, Outlook, Teams, SharePoint, and OneDrive. • Support identity and access management in Azure AD (Entra ID), including MFA, Conditional Access, SSO, and account lifecycle management. • Manage endpoint configuration and compliance using tools like Intune or Autopilot. • Oversee patch management, application deployment, and devi

📌 Senior IT Service Desk Technician (Chennai)
🏢 Ascend Performance Materials
📍 Chennai