Job Role: - Service Desk Analyst / L1 / L2 Support Engineer
Job Location:- Atlanta/Chennai/Gurgaon
Experience:- 3 - 5 Years
Roles & Responsibilities:-- Serve as the first point of contact for IT incidents and service requests (L1/L2 support).
- Provide technical support for applications, operating systems, hardware, servers, storage, printers, networks, and communication systems.
- Troubleshoot and resolve Level 1 issues; escalate complex cases as required.
- Manage incidents, service requests, and ensure SLA adherence.
- Deliver phone, email, and remote support to onsite and offsite users.
- Handle VIP user support with professionalism and urgency.
- Support audio-visual equipment and perform basic device break-fix tasks.
- Perform basic server, storage, and network-level troubleshooting.
- Document incidents and resolutions accurately for reporting and tracking.
- Prepare daily/weekly/monthly reports and participate in process improvements.
- Collaborate with internal teams to ensure timely resolution.
- Adhere to IT policies, procedures, and ITIL best practices.
- Flexible to work in a 24x7x365 shift environment, including weekends and holidays.
Required Skills:-- Strong troubleshooting and analytical abilities.
- Knowledge of IT infrastructure and end-user computing.
- Experience with ITSM tools (e.g., ServiceNow, BMC Remedy).
- Understanding of ITIL processes (Incident, SLA, Escalation Management).
- Proficiency in Microsoft Office tools (Excel, PowerPoint, O365).
- Excellent verbal and written communication skills.
- Customer-focused approach with strong interpersonal skills.
- Ability to work in fast-paced and dynamic environments.
- Team collaboration and stakeholder coordination skills.
Requirements:-- 35 years of experience in Service Desk / Helpdesk support.
- Minimum 1 year of professional experience in a Service Desk role.
- Degree or relevant technical training.
- Experience in infrastructure technical support.
- Experience working in an ITIL-driven environment.
- Willingness to work rotational shifts (24x7x365).
Preferred Certifications:-- ITIL (Intermediate or above)
- CompTIA+
- AZ-900 (Microsoft Azure Fundamentals)
- MS-900 (Microsoft 365 Fundamentals)
- Azure AD Administration
- CCNA (Preferred)
