Chennai, Tamil Nadu
Job Summary
Handle incoming incidents and service requests from end users through phone, email, chat, and self-service portals.
Provide first-level troubleshooting and resolution for common IT issues within defined SLAs.
Provide Level 1 technical support through phone, email, chat, and remote support tools.
Log, categorize, prioritize, track, and manage incidents using ServiceNow or other ITSM tools.
Troubleshoot and resolve basic issues related to Microsoft Windows 10/11 and Microsoft Office 365.
Provide technical support for Outlook, Teams, OneDrive, and Microsoft Office applications.
Perform initial troubleshooting for Citrix Virtual Apps & Desktops issues, including login errors, session launch issues, and application access problems, and escalate if required.
Support VPN connectivity issues, including basic authentication failures, MFA-related issues, and remote access troubleshooting.
Diagnose and resolve basic Remote Desktop Services (RDS) issues such as RDP login failures, disconnected sessions, and remote application access problems.
Perform preliminary troubleshooting of system performance issues, including slow boot times, high CPU/RAM usage, disk space concerns, and application slowness.
Perform basic Active Directory user administration, including password resets, account unlocks, user account creation, and access requests.
Assist users with client-side software installation, configuration, and update-related issues.
Resolve basic network connectivity issues involving DNS, DHCP, TCP/IP, LAN/Wi-Fi, and printer connectivity.
Configure and support desktops, laptops, peripherals, and remote users.
Escalate unresolved or complex incidents to Level 2 support teams as required.
Document troubleshooting steps, known issues, and resolutions in the knowledge base.
Ensure compliance with ITIL processes, SOPs, and security policies.
Maintain accurate work logs and ensure timely ticket closure while meeting SLA targets.
Drive customer satisfaction by providing quality support, improving First Contact Resolution (FCR), and minimizing ticket reopen rates
Key Responsibilities
Key Skills
Service Desk L1 / IT Help Desk Support
ServiceNow or Other ITSM Tools
Microsoft Office 365 & Outlook
Basic Active Directory Administration
Microsoft Teams & OneDrive Support
Basic Citrix Support
Basic VPN Support
Remote Desktop Services (RDS)
Windows 10/11 Administration
Basic System Performance Troubleshooting
Basic Networking (DNS, DHCP, TCP/IP)
Remote Desktop Support
Incident & Request Management
ITIL Foundation (Preferred)
Excellent Communication and Customer Support Skills
Hardware & Software Troubleshooting
Knowledge Base Documentation
SLA Management & Customer Service Excellence
Skill Requirements
Skill Required :
Service Desk English language
Other Requirements
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