Sholinganallur, Tamil Nadu
Job Summary
Service Desk L2 Support Shift: Rotational (24x7 Support) Experience: 4–8 Years Purpose of the Role (Service Desk L2): Provide 24x7 Level 2 Service Desk support through phone, chat, email, and ITSM queues by handling escalated incidents and service requests, performing advanced troubleshooting, restoring services within SLA, and coordinating with L3 resolver teams or vendors where required. The role focuses on end-user computing support, workplace technology issue resolution, accurate ticket documentation, knowledge base contribution, and continuous service improvement. Key Responsibilities: • Provide Level 2 remote support for escalated incidents and service requests via phone, email, chat, and ITSM tool queues. • Perform advanced diagnosis and resolution for hardware, software, operating system, collaboration tools, and network/connectivity issues; identify root cause and apply permanent fixes where possible. • Meet SLA/OLA targets for response and resolution, maintain high technical quality, and minimize repeat incidents, rejected resolutions, and reopened cases. • Own tickets end-to-end: update worklogs, capture troubleshooting steps, provide timely user/stakeholder updates, and follow defined escalation and handover procedures. • Troubleshoot and resolve user issues related to Windows operating systems, Microsoft 365 applications, VPN, email, collaboration tools, printers, endpoint devices, and basic network connectivity. • Handle user account administration activities such as password resets, account unlocks, access validation, mailbox support, distribution list assistance, and basic Active Directory troubleshooting. • Perform remote desktop support, software installation assistance, application troubleshooting, device configuration support, and user guidance for standard workplace IT services. • Identify recurring incidents, document known errors, recommend knowledge articles, and support problem management initiatives to reduce ticket volume and repeat issues. • Escalate unresolved or complex issues to L3 teams, resolver groups, or vendors as per defined escalation procedures while maintaining ticket ownership and user communication. • Maintain high login efficiency and availability during shifts. • Support onboarding, offboarding, access provisioning coordination, hardware/software request fulfillment, and standard service request processing. • Follow ITIL-based incident, request, escalation, major incident support, and service restoration processes. • Generate and review Service Desk operational reports covering ticket aging, SLA status, backlog, repeat incidents, reopened tickets, and resolution quality. • Adhere to voice, accent, and technical quality standards. • Ensure compliance with regulatory requirements and internal policies. • Minimize rejected resolutions and reopened cases. • Contribute to knowledge base updates and process documentation. • Assist in creating Root Cause Analysis (RCA) reports. • Identify and report inconsistencies in monitoring configurations and alert thresholds. • Support the team lead in updating runbooks and process documents. Required Skills & Competencies: • Strong verbal and written communication. • Active listening, effective questioning, and clear documentation. • Proficient in verbal, non-verbal, and written communication. • Technical Knowledge: • Good understanding of Windows OS, Microsoft 365, Active Directory, VPN, email clients, endpoint devices, basic networking, remote support tools, and enterprise applications. • Familiarity with ITSM tools (e.g., ServiceNow, Remedy). • Experience with remote support tools, endpoint troubleshooting, user access support, incident management, and service request fulfillment. • Knowledge of ITIL processes including incident management, request fulfillment, escalation man
Key Responsibilities
Service Desk L2 Support Shift: Rotational (24x7 Support) Experience: 4–8 Years Purpose of the Role (Service Desk L2): Provide 24x7 Level 2 Service Desk support through phone, chat, email, and ITSM queues by handling escalated incidents and service requests, performing advanced troubleshooting, restoring services within SLA, and coordinating with L3 resolver teams or vendors where required. The role focuses on end-user computing support, workplace technology issue resolution, accurate ticket documentation, knowledge base contribution, and continuous service improvement. Key Responsibilities: • Provide Level 2 remote support for escalated incidents and service requests via phone, email, chat, and ITSM tool queues. • Perform advanced diagnosis and resolution for hardware, software, operating system, collaboration tools, and network/connectivity issues; identify root cause and apply permanent fixes where possible. • Meet SLA/OLA targets for response and resolution, maintain high technical quality, and minimize repeat incidents, rejected resolutions, and reopened cases. • Own tickets end-to-end: update worklogs, capture troubleshooting steps, provide timely user/stakeholder updates, and follow defined escalation and handover procedures. • Troubleshoot and resolve user issues related to Windows operating systems, Microsoft 365 applications, VPN, email, collaboration tools, printers, endpoint devices, and basic network connectivity. • Handle user account administration activities such as password resets, account unlocks, access validation, mailbox support, distribution list assistance, and basic Active Directory troubleshooting. • Perform remote desktop support, software installation assistance, application troubleshooting, device configuration support, and user guidance for standard workplace IT services. • Identify recurring incidents, document known errors, recommend knowledge articles, and support problem management initiatives to reduce ticket volume and repeat issues. • Escalate unresolved or complex issues to L3 teams, resolver groups, or vendors as per defined escalation procedures while maintaining ticket ownership and user communication. • Maintain high login efficiency and availability during shifts. • Support onboarding, offboarding, access provisioning coordination, hardware/software request fulfillment, and standard service request processing. • Follow ITIL-based incident, request, escalation, major incident support, and service restoration processes. • Generate and review Service Desk operational reports covering ticket aging, SLA status, backlog, repeat incidents, reopened tickets, and resolution quality. • Adhere to voice, accent, and technical quality standards. • Ensure compliance with regulatory requirements and internal policies. • Minimize rejected resolutions and reopened cases. • Contribute to knowledge base updates and process documentation. • Assist in creating Root Cause Analysis (RCA) reports. • Identify and report inconsistencies in monitoring configurations and alert thresholds. • Support the team lead in updating runbooks and process documents. Required Skills & Competencies: • Strong verbal and written communication. • Active listening, effective questioning, and clear documentation. • Proficient in verbal, non-verbal, and written communication. • Technical Knowledge: • Good understanding of Windows OS, Microsoft 365, Active Directory, VPN, email clients, endpoint devices, basic networking, remote support tools, and enterprise applications. • Familiarity with ITSM tools (e.g., ServiceNow, Remedy). • Experience with remote support tools, endpoint troubleshooting, user access support, incident management, and service request fulfillment. • Knowledge of ITIL processes including incident management, request fulfillment, escalation man
Skill Requirements
Service Desk L2 Support Shift: Rotational (24x7 Support) Experience: 4–8 Years Purpose of the Role (Service Desk L2): Provide 24x7 Level 2 Service Desk support through phone, chat, email, and ITSM queues by handling escalated incidents and service requests, performing advanced troubleshooting, restoring services within SLA, and coordinating with L3 resolver teams or vendors where required. The role focuses on end-user computing support, workplace technology issue resolution, accurate ticket documentation, knowledge base contribution, and continuous service improvement. Key Responsibilities: • Provide Level 2 remote support for escalated incidents and service requests via phone, email, chat, and ITSM tool queues. • Perform advanced diagnosis and resolution for hardware, software, operating system, collaboration tools, and network/connectivity issues; identify root cause and apply permanent fixes where possible. • Meet SLA/OLA targets for response and resolution, maintain high technical quality, and minimize repeat incidents, rejected resolutions, and reopened cases. • Own tickets end-to-end: update worklogs, capture troubleshooting steps, provide timely user/stakeholder updates, and follow defined escalation and handover procedures. • Troubleshoot and resolve user issues related to Windows operating systems, Microsoft 365 applications, VPN, email, collaboration tools, printers, endpoint devices, and basic network connectivity. • Handle user account administration activities such as password resets, account unlocks, access validation, mailbox support, distribution list assistance, and basic Active Directory troubleshooting. • Perform remote desktop support, software installation assistance, application troubleshooting, device configuration support, and user guidance for standard workplace IT services. • Identify recurring incidents, document known errors, recommend knowledge articles, and support problem management initiatives to reduce ticket volume and repeat issues. • Escalate unresolved or complex issues to L3 teams, resolver groups, or vendors as per defined escalation procedures while maintaining ticket ownership and user communication. • Maintain high login efficiency and availability during shifts. • Support onboarding, offboarding, access provisioning coordination, hardware/software request fulfillment, and standard service request processing. • Follow ITIL-based incident, request, escalation, major incident support, and service restoration processes. • Generate and review Service Desk operational reports covering ticket aging, SLA status, backlog, repeat incidents, reopened tickets, and resolution quality. • Adhere to voice, accent, and technical quality standards. • Ensure compliance with regulatory requirements and internal policies. • Minimize rejected resolutions and reopened cases. • Contribute to knowledge base updates and process documentation. • Assist in creating Root Cause Analysis (RCA) reports. • Identify and report inconsistencies in monitoring configurations and alert thresholds. • Support the team lead in updating runbooks and process documents. Required Skills & Competencies: • Strong verbal and written communication. • Active listening, effective questioning, and clear documentation. • Proficient in verbal, non-verbal, and written communication. • Technical Knowledge: • Good understanding of Windows OS, Microsoft 365, Active Directory, VPN, email clients, endpoint devices, basic networking, remote support tools, and enterprise applications. • Familiarity with ITSM tools (e.g., ServiceNow, Remedy). • Experience with remote support tools, endpoint troubleshooting, user access support, incident management, and service request fulfillment. • Knowledge of ITIL processes including incident management, request fulfillment, escalation man
Other Requirements
Service Desk L2 Support Shift: Rotational (24x7 Support) Experience: 4–8 Years Purpose of the Role (Service Desk L2): Provide 24x7 Level 2 Service Desk support through phone, chat, email, and ITSM queues by handling escalated incidents and service requests, performing advanced troubleshooting, restoring services within SLA, and coordinating with L3 resolver teams or vendors where required. The role focuses on end-user computing support, workplace technology issue resolution, accurate ticket documentation, knowledge base contribution, and continuous service improvement. Key Responsibilities: • Provide Level 2 remote support for escalated incidents and service requests via phone, email, chat, and ITSM tool queues. • Perform advanced diagnosis and resolution for hardware, software, operating system, collaboration tools, and network/connectivity issues; identify root cause and apply permanent fixes where possible. • Meet SLA/OLA targets for response and resolution, maintain high technical quality, and minimize repeat incidents, rejected resolutions, and reopened cases. • Own tickets end-to-end: update worklogs, capture troubleshooting steps, provide timely user/stakeholder updates, and follow defined escalation and handover procedures. • Troubleshoot and resolve user issues related to Windows operating systems, Microsoft 365 applications, VPN, email, collaboration tools, printers, endpoint devices, and basic network connectivity. • Handle user account administration activities such as password resets, account unlocks, access validation, mailbox support, distribution list assistance, and basic Active Directory troubleshooting. • Perform remote desktop support, software installation assistance, application troubleshooting, device configuration support, and user guidance for standard workplace IT services. • Identify recurring incidents, document known errors, recommend knowledge articles, and support problem management initiatives to reduce ticket volume and repeat issues. • Escalate unresolved or complex issues to L3 teams, resolver groups, or vendors as per defined escalation procedures while maintaining ticket ownership and user communication. • Maintain high login efficiency and availability during shifts. • Support onboarding, offboarding, access provisioning coordination, hardware/software request fulfillment, and standard service request processing. • Follow ITIL-based incident, request, escalation, major incident support, and service restoration processes. • Generate and review Service Desk operational reports covering ticket aging, SLA status, backlog, repeat incidents, reopened tickets, and resolution quality. • Adhere to voice, accent, and technical quality standards. • Ensure compliance with regulatory requirements and internal policies. • Minimize rejected resolutions and reopened cases. • Contribute to knowledge base updates and process documentation. • Assist in creating Root Cause Analysis (RCA) reports. • Identify and report inconsistencies in monitoring configurations and alert thresholds. • Support the team lead in updating runbooks and process documents. Required Skills & Competencies: • Strong verbal and written communication. • Active listening, effective questioning, and clear documentation. • Proficient in verbal, non-verbal, and written communication. • Technical Knowledge: • Good understanding of Windows OS, Microsoft 365, Active Directory, VPN, email clients, endpoint devices, basic networking, remote support tools, and enterprise applications. • Familiarity with ITSM tools (e.g., ServiceNow, Remedy). • Experience with remote support tools, endpoint troubleshooting, user access support, incident management, and service request fulfillment. • Knowledge of ITIL processes including incident management, request fulfillment, escalation man
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