L1 Support Service Desk
- Infogrowth
- 1 - 2 years
- Chennai
- 14 days ago
- Email to a friend
- Report this job
Job Description
Roles and Responsibilities
Provide first-line technical support for IT-related issues, including software, application, and network-related queries
Answer and log incoming emails and chats in a timely and professional manner
Identify, diagnose, and resolve technical issues or escalate them to the appropriate team (L2/L3) as necessary
Follow troubleshooting steps and standard operating procedures for swift and effective problem resolution
Perform system monitoring and alert management to ensure systems are operational and resolve incidents promptly
Document and track service requests, ensuring proper closure of tickets and meeting SLAs
Assist with setting up user accounts, password resets, and access requests
Maintain a high level of customer satisfaction through clear and courteous communication
Continuously enhance technical knowledge through training and staying updated on industry best practices
Collaborate with other IT teams to resolve complex issues
Participate in on-call rotation as required
Desired Candidate Profile
Minimum 1-2 years of experience in IT support or service desk roles
Strong understanding of IT systems, including operating systems (Windows, macOS, Linux), software applications, and networking fundamentals
Experience with ticketing systems (e.g., ServiceNow, JIRA)
Strong problem-solving skills and ability to troubleshoot efficiently
Excellent communication skills, both written and verbal
Ability to multitask and prioritize in a fast-paced environment
Customer service orientation with the ability to manage pressure and handle stress
Willingness to work in a 24x7 rotational shift environment (including nights, weekends, and holidays)
Basic knowledge of Active Directory, Exchange, and remote support tools is a plus
Desired Competencies:
ITIL Foundation certification is a plus
Strong incident management skills
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT & Information Security - OtherRole: IT & Information Security - OtherEmployement Type: Full timeContact Details:
Company: InfogrowthLocation(s): Chennai
Keyskills: Servicenow Ticketing Tools Network Security ITIL Active Directory Service Desk Incident Management
Similar positions
Infogrowth
InfoGrowth Private Limited, established in 2020 and headquartered in Hyderabad, specializes in Digital Marketing, IT Managed Services, Cloud Services, Software Development, IT Consulting, BPO Services, Customer Support, and Staffing Solutions.
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in