Service Desk Engineer
- Infobeans
- 1 - 5 years
- Chennai
- 10 days ago
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Job Description
Job Title: L1 Global Service Desk Support (24x7 Rotational Shift Work)
Location: Chennai
Job Description:
We are looking for an enthusiastic and dedicated L1 Service Desk Support professional to join our dynamic IT support team. The role requires providing first-line technical support to end-users and ensuring smooth operations of IT services. This position involves working in a 24x7 rotational shift schedule from the office, offering support to a wide range of customers with their IT-related issues and inquiries.
As an L1 Service Desk Support, you will be the first point of contact for all technical service requests, aiming to resolve issues efficiently while ensuring the highest level of customer satisfaction.
Key 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
Skills & Qualifications:
Bachelor's degree in IT, Computer Science, or a related field (or equivalent experience)
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 SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: InfobeansLocation(s): Chennai
Keyskills: Ticketing Tools Service Desk Troubleshooting Active Directory Service Desk Management ITIL
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