Service Desk / IT Support

Experience: 2 - 3 years

Location: Chennai, Tamil Nadu

Job Type: Full time

Key Responsibilities

- Provide Level 1/Level 2 IT support to employees through phone, email, chat, and ticketing systems.
- Troubleshoot issues related to Windows OS, laptops/desktops, printers, network connectivity, VPN, and applications.
- Create, update, prioritize, and resolve incidents and service requests using an ITSM/ticketing tool.
- Perform password resets, account unlocks, software installation, and access-related troubleshooting.
- Troubleshoot Microsoft 365/Outlook, Teams, Active Directory, and basic networking issues.
- Escalate complex incidents to the appropriate infrastructure, application, or network teams.
- Follow SLA, incident-management, problem-management, and change-management processes.
- Maintain accurate documentation of troubleshooting steps and resolutions.
- Assist with onboarding/offboarding, user account provisioning, and IT asset-related activities.




- Monitor unresolved tickets and ensure timely follow-up with users and resolver teams.

Required Skills

- 23 years of experience in Service Desk / IT Helpdesk / Desktop Support.
- Good knowledge of Windows 10/11 troubleshooting.
- Working knowledge of Active Directory.
- Experience with Microsoft 365, Outlook, Teams, and common desktop applications.
- Basic understanding of TCP/IP, DNS, DHCP, VPN, LAN/Wi-Fi.
- Experience with ITSM tools such as ServiceNow, Jira Service Management, BMC Remedy, or similar.
- Good communication and customer-service skills.
- Understanding of ITIL / ITIL processes is an advantage.
- Ability to work in rotational shifts, if required.

Common Job Titles to Search

- Service Desk Analyst
- IT Service Desk Analyst
- IT Helpdesk Engineer
- Technical Support Engineer
- Desktop Support Engineer
- IT Support Engineer
- L1/L2 Service Desk Engineer
- IT Operations Support Engineer

📌 Walk-in || Service Desk/ IT Support - Walkin Drive - Chennai, RRD, Nandhanam
🏢 Williams Lea
📍 Chennai