: Service Desk Operations Engineer

Position: Service Desk Operations Engineer

Experience: 2-4 Years

Location: Chennai (Ambattur / Cathedral Road)

Job Summary

We are looking for a proactive and customer-focused Service Desk Operations Engineer to provide first-level technical support and ensure smooth IT service delivery. The ideal candidate should have experience in handling user incidents, service requests, troubleshooting hardware/software issues, and maintaining high customer satisfaction levels.

Key Responsibilities

- Provide Level 1 support for IT incidents and service requests through phone, email, chat, and ticketing tools.
- Diagnose and resolve hardware, software, network, and application-related issues.
- Log, track, prioritize, and update incidents in the ticketing system.
- Escalate unresolved issues to appropriate support teams and follow up for timely resolution.
- Handle user account management activities, including password resets and access requests.
- Monitor service desk queues and ensure adherence to SLAs.




- Create and maintain incident documentation, knowledge base articles, and standard operating procedures.
- Communicate effectively with end users regarding issue status and resolution updates.
- Support desktop, laptop, printer, and peripheral troubleshooting activities.
- Participate in shift rotations and provide support during business-critical situations.

Required Skills

- Experience in Service Desk Operations / IT Helpdesk Support.
- Knowledge of Windows operating systems, Microsoft Office Suite, and basic networking concepts.
- Familiarity with ITSM tools such as ServiceNow, Remedy, Jira Service Management, or similar ticketing platforms.
- Understanding of Incident Management, Request Fulfillment, and SLA management.
- Excellent verbal and written communication skills.
- Solid problem-solving and customer service orientation.

📌 IND_Analyst (Chennai)
🏢 Artech Infosystems
📍 Chennai