Job Summary

We are seeking a Service Desk Analyst with robust experience in Service Desk operations, ServiceNow, and Incident Management to serve as the single point of contact for infrastructure and application-related incidents and service requests. The role is responsible for providing end-to-end ownership of ticket logging, triage, resolution, escalation, and reporting while delivering excellent customer support through multiple channels and ensuring adherence to SLA / KPI commitments.

Key Responsibilities
- Provide L1 / L1.5 Service Desk support through phone, email, chat, and walk-up channels.
- Log, track, update, and manage incidents and service requests using ServiceNow.
- Perform Incident Management activities, including first-call resolution wherever possible.
- Troubleshoot and resolve Windows Support, Network Support, and Business Application issues at the first level.
- Escalate unresolved incidents to appropriate support teams with complete diagnostic information and maintain ownership until closure.
- Deliver Customer Support with timely updates, effective communication,



and resolution confirmation.
- Handle VIP user requests with priority support and proactive communication.
- Support account activation, suspension, termination activities, and password reset requests.
- Provide Basic support for Active Directory user administration activities.
- Support Microsoft 365 applications and related end-user issues.
- Utilize Remote Support tools to diagnose and resolve user-reported problems.
- Contribute to Knowledge Management activities by creating, updating, and maintaining support documentation and knowledge articles.
- Monitor compliance with SLA / KPI targets and support reporting activities.
- Participate in continual service improvement initiatives and identify opportunities for knowledge-base and self-service enhancements.

Required Skills
Proficient
- Service Desk
- ServiceNow
- Incident Management

Intermediate
- Windows Support
- Network Sup

📌 Senior Service Desk Engineer (Chennai)
🏢 UST
📍 Chennai