Request Information

Information Technology_IND - IND_Developer

1

30

0

7/15/2026

1/15/2027

45.00

Adhikari, Kashmira

10754104

Rs0.00 (Sum of Expense * Quantity of Candidates)

General Information

This is Drive request, kindly qualify all the available profiles

Note: We have in person Drive on 9th June Location – TCS Sholinganallur, Kumaran Nagar, 415/21-24, TNHB Main Rd, Chennai – 600119, Time – 10.00 AM, kindly align the profiles accordingly

Job Title: Service Desk Analyst/Engineer (L1 / L2)

Experience Level: Min: 4-8 years

Location: On-site (Chennai Location)

Topic of Evaluation / Skills*

Mandatory / Non-mandatory Percentage (Skills / Topics should sum up to 100%) (Enter only multiples of 5)

• ITSM Tools (ServiceNow / Remedy) & Ticketing Process Mandatory 25%

• Incident Management & Troubleshooting (L1/L2) Mandatory 25%

• End User Computing (Windows, O365, VPN, AD) Mandatory 20%

• Communication & Customer Handling Skills Mandatory 20%

• Knowledge Management & Documentation Non-Mandatory 10%

Job Requirements and Responsibilities

Job Requirements*





• 4–8 years of Service Desk / Technical Support experience

• Solid knowledge of ITIL processes

• Experience in ServiceNow or similar ticketing tools

• Knowledge of Windows, O365, Active Directory, VPN

• Ability to manage high-volume ticket environments

• Strong communication and customer handling skills

Key Responsibilities*

• Provide L1/L2 support via calls, chats, and tickets

• Troubleshoot user access, email, VPN, and desktop issues

• Ensure SLA adherence and ticket resolution

• Escalate issues with proper documentation

• Maintain ticket updates and knowledge articles

• Support major incident bridge calls

Job Qualifications & Skills

• Domain-IT Services / Managed Services / Enterprise Service Desk

• Soft Skills - Excellent communication

• Customer handling and empathy

• Team collaboration

Education Requirements

• Bachelor's degree in IT / Engineering or equivalent

• Certificat

📌 SD analystor (India)
🏢 Clifyx
📍 India