Role Description
Job Summary
We are seeking a Service Desk Analyst with solid 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
📌 Senior Service Desk Engineer (Chennai)
🏢 UST
📍 Chennai