Role Summary The Service Desk Analyst acts as the single point of contact (SPOC) for all ITrelated incidents, service requests, and user queries. The role is responsible for delivering highquality firstlevel support, ensuring timely resolution, effective communication, and adherence to SLAs, ITIL processes, and client expectations.

Work Location: Chennai

Model: 24*7, 5 days Report to office

Key Responsibilities

Incident & Request Management

- Act as the first point of contact for users via phone, email, chat, and selfservice portal
- Log, categorize, prioritize, and resolve Incidents and Service Requests in the ITSM tool (ServiceNow)
- Ensure adherence to SLA, OLA, and KPI targets
- Perform firstlevel troubleshooting for hardware, software, network, and application issues
- Escalate unresolved issues to L2/L3 teams with complete diagnostics and documentation
- Monitor ticket queues and proactively follow up to avoid SLA breaches
- Provide transparent, professional, and empathetic communication to end users
- Keep users informed with regular updates on ticket status and resolution
- Support VIP / Executive users as per defined procedures
- Assist users with password resets, MFA issues, account unlocks, and access requests
- Follow ITIL v4 processes for Incident, Request, Change, and Problem Management
- Identify recurring issues and raise Problem tickets with supporting data




- Participate in Major Incident calls and support communication bridges
- Ensure accurate documentation of resolutions and knowledge articles
- Contribute to continuous service improvement (CSI) initiatives
- Create, update, and maintain knowledge base articles and SOPs
- Document workaround and permanent fixes for common issues
- Support onboarding and KT sessions for new team members

Technical Skills (Mandatory)

- Experience with ITSM tools (ServiceNow preferred)

- Strong knowledge of

- Windows OS
- MS Office / M365 (Outlook, Teams, OneDrive, SharePoint)
- Active Directory (user management, group membership)
- VPN, Remote Desktop, basic networking concepts
- Handson experience with Incident & Service Request handling

Soft Skills & Competencies

- Excellent verbal and written communication skills
- Strong customerservice mindset
- Ability to work under pressure in a 24x7 support environment
- Good analytical and problemsolving skills
- Team player with a proactive attitude

Key Performance Indicators (KPIs)

- SLA & FCR (First Call Resolution) compliance
- Ticket quality and documentation accuracy
- Customer satisfaction (CSAT)
- Adherence to processes and shift schedules

Interested candidates share the CVs to [email protected] and share the details using below link. https://forms.cloud.microsoft/Pages/ResponsePage.aspx?id=B8QI3rkZfUKf6O3yVDAMpyVgoCZ64C9MlzLSU-8-0Q

📌 Openings For Service Desk, Active directory role @ Chennai
🏢 Cognizant
📍 Chennai