Service Desk L2 Professional

Location: Chennai Job Title: Service Desk Analyst (24x7 Support) Skills: Service Desk Management Experience Required: 46 Role Descriptions: IT IS_Service Desk Job Summary We are seeking a proactive and customerfocused Service Desk Analyst to provide 24x7 IT support. The ideal candidate should possess excellent neutral English communication skills and handson experience with ticketing tools (e.g., ServiceNow) and contact center environments. This role serves as the primary point of contact for enduser IT support. Key Responsibilities Serve as the first point of contact for IT support via phone, email, or ticketing system Log, track, and manage incidents and service requests using tools like ServiceNow Provide Level 1.5/L2 (L1.5) support for hardware, software, and networkrelated issues Diagnose and resolve issues or escalate to higherlevel support teams when required Install, configure, and maintain desktops, laptops, printers, and mobile devices Assist users with password resets, system access, and application troubleshooting Follow standard operating procedures (SOPs) and ITIL best practices Maintain accurate documentation of incidents, resolutions, and knowledge articles Ensure timely ticket resolution in alignment with defined SLAs Deliver highquality customer service and ensure positive user experience Required Skills & Qualifications Strong communication skills (neutral English accent preferred) Experience with ticketing tools (e.g., ServiceNow or similar) Familiarity with contact center / helpdesk operations Basic knowledge of: o Windows OS / Mac OS o Microsoft Office Suite o Networking fundamentals (LAN/WiFi/VPN) Understanding of ITIL framework (preferred) Experience 46 years of experience in IT Service Desk / Helpdesk support Work Timings Must be willing to work in a 24x7 rotational shift environment (including night shifts and weekends). Cab facility will be provided for Night shift and Night Shift Allowance will be provided accordingly. Preferred Attributes Strong problemsolving and analytical skills Ability to work under pressure and meet SLA targets Customerfirst mindset with attention to detail Team player with a proactive attitude , 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.