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About the role
Desired Competencies (Technical/Behavioral Competency) Role First point of contact for IT incidents via Chat, Phone & Email Open to 24/7 shift duties; Chennai-based office location Incident logging, categorization & resolution within SLA targets Technical troubleshooting Windows, M365, Active Directory, VPN Strong understanding of SLA metrics: FRT, MTTR, FCR & CSAT First Call Resolution (FCR) focus across all support channels Shift handover documentation & ticket queue management ITIL Foundation certified (preferred) Flexible for rotational shifts incl. nights, weekends & holidays. Tools: ServiceNow / Jira Must Have Strong communication and customer service skills Basic understanding of IT infrastructure (Windows OS, networking, applications) Knowledge of ITIL processes (Incident, Request, Problem Management) is preferred Ability to troubleshoot and resolve basic technical issues Familiarity with ServiceNow ticketing tool Good analytical and problem-solving skills Ability to multitask and work in a fast-paced environment
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