[{"Salary":"5 - 7 L" , "Remote_Job":false , "Posting_Title":"GSD Analyst" , "Is_Locked":false , "City":"Chennai" , "Industry":"IT Services","Job_Description":"
Job Summary:
The Service Desk Analyst will be the
first point of contact for all IT-related issues, providing global first-level support for hardware, software, applications, and mobile devices. The role involves incident logging, troubleshooting, knowledge base contribution, and escalation to higher-level support teams when required.
Key Responsibilities:
Service desk to be single point of contact for all IT tickets
Global support contact for IT services and application first level support
Handle IT Helpdesk phone calls
Create incidents \\SR and provide first level resolution on desktop hardware, software and applications
Provide Live Chat support
First level triage and resolution off incidence has per knowledge repositories or soaps available in addition to baseline troubleshooting skills of level one agent
Resource requires basic application troubleshooting skills that are agnostics to application [application base access troubleshooting)
Create knowledge base articles has required to enhance ability on the team
Escalation of Incidents to higher support tiers as needed per OLA/SLA.
Coordinate with level 2(desk side, applications and infra support teams)
Communicate with multicultural and global user base over phone, email and chat in English language.
Maintain compliance with Verint operational ,ITSM and security procedures
Leverage Verint provided ITSM tools ( Service Now)
Participate in weekly staff meetings and training sessions as needed
Participate in shift transition efforts to ensure seamless handling of support activities
Requirements Degree \\ Diploma in computer science or relatedfield
Strong experience in supporting Windows \\ MACoperating system, Core endpoint Applications, hardware and peripherals andmobile device
Basic troubleshooting knowledge on Mobile deviceknowledge (Intune)
Awareness of AD\\ Azure fundamentals \\ MFA \\O365 Strong troubleshooting and problem-solving skills Ability to write detailed reports and procedures Ability to work under pressure Excellent oral and written communication skills in the English language. Awareness of ITIL \\ Service Now ","Job_Type":"Full time","Job_Opening_Name":"GSD Analyst","State":"OMR, Taramani" , "Currency":"INR" , "Country":"India" , "Zip_Code":"600113" , "id":"160617000006100128" , "Publish":true , "Date_Opened":"2025-08-28" , "Keep_on_Career_Site":true}]
