We are seeking a proactive and customer-focused Service Desk Analyst to provide 24x7 IT support. The ideal candidate should possess excellent neutral English communication skills and hands-on experience with ticketing tools (e.g., ServiceNow) and contact center environments. This role serves as the primary point of contact for end-user IT support.
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Key Responsibilities
- Serve as the first point of contact for IT support via phone, email, or ticketing system
- Log, track, and manage incidents and service requests using tools like ServiceNow
- Provide Level 1.5/L2 (L1.5) support for hardware, software, and network-related issues
- Diagnose and resolve issues or escalate to higher-level support teams when required
- Install, configure, and maintain desktops, laptops, printers, and mobile devices
- Assist users with password resets, system access, and application troubleshooting
- Follow standard operating procedures (SOPs) and ITIL best practices
- Maintain accurate documentation of incidents,
resolutions, and knowledge articles
- Ensure timely ticket resolution in alignment with defined SLAs
- Deliver high-quality customer service and ensure positive user experience
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Required Skills & Qualifications
- Strong communication skills (neutral English accent preferred)
- Experience with ticketing tools (e.g., ServiceNow or similar)
- Familiarity with contact center / helpdesk operations
- Basic knowledge of:
o Windows OS / Mac OS o Microsoft Office Suite o Networking fundamentals (LAN/Wi-Fi/VPN)
- Understanding of ITIL framework (preferred)
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Experience
- 4-6 years of experience in IT Service Desk / Helpdesk support
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Work Timings
- Must be willing to work in a 24x7 rotational shift workplace (including night shifts and weekends)
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Preferred Attributes
- Strong problem-solving and analytical skills
- Ability to work under pressure and meet SLA targets
- Customer-first mindset with attention to detail
- Team player with a proactive attitude
📌 Service Desk Analyst (Chennai)
🏢 TCS_India
📍 Chennai
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