Work from Office
Full Time
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 mannerIdentify, diagnose, and resolve technical issues or escalate them to the appropriate team (L2/L3) as necessaryFollow troubleshooting steps and standard operating procedures for swift and effective problem resolutionPerform system monitoring and alert management to ensure systems are operational and resolve incidents promptlyDocument and track service requests, ensuring proper closure of tickets and meeting SLAsAssist with setting up user accounts, password resets, and access requestsMaintain a high level of customer satisfaction through clear and courteous communicationContinuously enhance technical knowledge through training and staying updated on industry best practicesCollaborate with other IT teams to resolve complex issuesParticipate in on-call rotation as requiredSkills & Qualifications:
ITIL Foundation certification is a plus
Strong incident management skills
Infobeans
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