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
- Certifications
- ITIL Foundation, ServiceNow CSA (preferred)

Sample Questions about Training Model:

Technical

- Explain the Incident Management lifecycle in ITIL.
- What is the difference between Incident, Service Request, and Problem?
- How do you troubleshoot VPN connectivity issues?
- What steps would you follow if a user cannot access Outlook?
- Explain Active Directory user and group management basics.

Scenario-Based

- A user reports repeated system slowness—how would you approach resolution?
- Multiple users are unable to connect to VPN—what is your immediate action plan?
- Process / Communication
- How do you handle an irate customer on a support call?
- What steps do you take to ensure SLA compliance in a high ticket volume scenario?

Rate Details

IND_Developer

Category 1

Level II

Rs40,000.00 - Rs75,000.00 Monthly NOOT

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