Job highlights

- Under general supervision,the Service Desk Support I - Tier II analyst will provide second line support for clients,following process to document and resolve technical isses relating to hardware,software,network,security,user provisioning,or general computer usage through various contract methods.
- Minimum Knowledge,Skills and Abilities Required

General Function: Under general supervision, the Service Desk Support I - Tier II analyst will provide second line support for clients, following process to document and resolve technical isses relating to hardware, software, network, security, user provisioning, or general computer usage through various contract methods.

Essential Duties Responsibilities

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.
- Provide exceptional and professional customer service to our clients
- Log all client contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate ticketing tool
- Troubleshoot, diagnose and resolve application issues following standard operating procedures and using knowledge support tools
- Show solid initiative, attention to detail and ability to interpret and resolve problems
- Research and develop resolutions for problems that are presented, and when necessary escalate to the appropriate escalation partners or internal management or subject matter experts
- Develop strong relationships with client and escalation groups in order to ensure forwarded requests are completed in timely and efficient manner.




- Provide an escalation path for Level 1 analysts and provide coaching and mentoring on issues that do not need to be escalated
- Primary contributor and reviewer of knowledge base
- Participates in the development and maintenance of Service Desk procedures and documentation
- Participate in ongoing training for service desk operations
- Lead and deliver on small or medium projects that may be assigned

Supervisory Responsibilities: None. Reports directly to Service Level Manager.

Minimum Knowledge, Skills and Abilities Required

- Associates degree in Information Technology or 3 years equivalent experience in a technology related field
- Prior experience in a customer service role
- Excellent customer service skills
- Strong verbal and written communication skills
- superior interpersonal skills and telephone etiquette
- Analytical and problem solving skills
- ability to deal with the stress of a fast paced work environment
- Ability to adapt and adjust to changing work situations, processes, and procedures
- Ability to multi-task and prioritize efforts in adapting to rapidly changing situations
- Ability to work in a team environment and present a professional image at all times
- Proficient in all Microsofts currently supported Operating Systems
- Proficient in messaging systems such as Microsoft Outlook and Lotus Notes
- Experience with Active Directory administration
- Certification or experience equivalent to Microsoft MCITP or CompTIA A+, Network +, or Security +
- Willingness to work flexible hours with occasional evening and weekend hours

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Service DeskProfessional (Chennai)
🏢 PSRTEK
📍 Chennai