IT Service Desk Agent II

1 week ago


Chennai, Tamil Nadu, India OnX Canada Full time

Job Description

:

The IT Service Desk Agent (Tier 1) is the first point of contact for end-users seeking technical assistance for IT-related concerns. This role is pivotal in ensuring users receive timely and effective support, thereby maintaining optimal business continuity and productivity.

Essential Functions:

Incident Management: Receive, log, and manage incoming IT support requests from end-users via telephone, email, or other communication channels. Provide first-level diagnosis and resolution of technical issues, aiming for first-contact resolution whenever possible. User Communication: Provide clear, concise, and timely communication to users about the status of their issues, ensuring they are kept informed throughout the resolution process. Escalate unresolved incidents to the appropriate support teams or individuals, providing detailed information about the issue and steps taken for resolution. Documentation: Accurately record and document all details of the incident, including troubleshooting steps taken, in the Service Desk system. Utilize and contribute to the knowledge base for troubleshooting and resolution. Technical Support: Assist users with basic hardware, software, and network-related issues. Reset passwords, configure systems, and guide users through step-by-step solutions in a clear and user-friendly manner. Team Collaboration: Collaborate with Tier 2 and Tier 3 support teams for issue escalation, ensuring efficient and effective handovers. Share insights and learnings with peers, fostering a collaborative team environment. Continuous Improvement: Provide feedback on recurring issues and suggest improvements to reduce incident volume. Participate in training and development sessions to enhance technical skills and improve service delivery. Four years of College resulting in a Bachelor's Degree or equivalent N/A 3-6 Years Excellent verbal and written communication skills with a customer-first attitude. Provide Service Desk Services in English. Diploma or Bachelor's degree in Computer Science, Information Technology, or a related field. 3 years of experience in a technical support or customer service role. Strong technical acumen with the ability to troubleshoot common hardware, software, and network issues. Ability to handle stressful situations with patience and professionalism. Proficient in using Service Desk software and tools. Basic knowledge of ITIL practices is a plus. Ability to work in rotational shifts to provide 24/7 support if required. For remote work scenarios, a reliable and fast internet connection is required to ensure seamless and effective service delivery.

This position does not have employee direct reports but does serve as a "lead" role for others doing similar work.

The work is primarily performed in an office or remote environment.



  • Chennai, Tamil Nadu, India CBTS Full time

    Job Purpose:The Senior IT Service Desk Agent II serves as a key figure in our frontline IT support team. This role goes beyond the typical Tier 1 responsibilities, often acting as a shift lead and handling advanced issues that require deeper technical expertise. The Senior Agent ensures that support is provided efficiently, effectively, and in line with the...


  • Chennai, Tamil Nadu, India OnX Canada Full time

    Job Description:The IT Service Desk Agent (Tier 1) is the first point of contact for end-users seeking technical assistance for IT-related concerns. This role is pivotal in ensuring users receive timely and effective support, thereby maintaining optimal business continuity and productivity.Essential Functions:Incident Management:Receive, log, and manage...

  • Call Center Agent

    1 week ago


    Chennai, Tamil Nadu, India White Force Full time

    Job Description: Name of the position: call Center Agent Experience: Min 1-4 Years from voice or Non-Voice background.Skills – Excellent CommunicationLocation – ChennaiSalary – UPTO 3.5 LPA Notice period - Immediate Joiners Job Description: Inbound/Outbound Calls II Good CommunicationPerform script (with necessary adjustments) to ensure consistency...


  • Chennai, Tamil Nadu, India Wipro Full time

    Role Purpose The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipro's Service Desk objectives Do Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar...


  • Chennai, Tamil Nadu, India Alp Consulting Limited Full time

    Senior Service Desk AnalystDuties & ResponsibilitiesTo write an effective senior service desk analyst job description, begin by listing detailed duties, responsibilities and expectations. We have included senior service desk analyst job description templates that you can modify and use.Sample responsibilities for this position include:Knowledge of Microsoft...


  • Chennai, Tamil Nadu, India Wipro Full time

    Wiprois hiring forService Desk Analyst roleforChennai (Shollinganallur) location.Interested candidat es can share the ir updatedCVon WhatsApp ) with t he subject line "Service Desk Analyst Chennai".PLEASE DO NOT CALLon the given number.Eligibility CriteriaGraduation is mandatoryExcellent English Communication skills is mandatory.Experience into IT Service...


  • Chennai, Tamil Nadu, India Wipro Full time

    Wipro is hiring for Service Desk Analyst role for Chennai (Shollinganallur) location. Interested candidat es can share their updated CV on WhatsApp ) with the subject line "Service Desk Analyst Chennai". PLEASE DO NOT CALL on the given number. Eligibility Criteria Graduation is mandatory Excellent English Communication skills is mandatory. Experience...


  • Chennai, Tamil Nadu, India @ Six Sigma Full time

    Job Details Requirement Type Permanent Job Title Opening for IT Service Desk Engineer Job Level Executive - Non-Managerial Job Description IT Service Desk Engineer No. of Openings 6 Job Domain IT Experience - Minimum - Maximum Science Skills IT Service Desk Engineer Expected Date Of Joining Joining Time 10 Days Salary 41667 Work Locations Chennai ...


  • Chennai, Tamil Nadu, India @ Six Sigma Full time

    Job Details Requirement Type Permanent Job Title Opening for Service Desk Management Job Level Executive - Non-Managerial Job Description Service Desk Management No. of Openings 6 Job Domain IT Experience - Minimum - Maximum desk Expected Date Of Joining Joining Time 4 Days Salary 55000 Work Locations Chennai Required skills Service desk

  • it service desk

    1 week ago


    Chennai, Tamil Nadu, India @ Six Sigma Full time

    Job Details Requirement Type Permanent Job TitleIT SERVICE DESK Job Level Executive - Managerial Job Description No. of Openings 5 Job DomainIT Experience - Minimum - Maximum Years Degree MCA/PGCA Specialisation SkillsIT Expected Date Of Joining Joining Time 10 Days Work Locations Chennai Required skills IT


  • Chennai, Tamil Nadu, India ZF Full time

    What's Next? Join ZF:ZF is a global technology company supplying systems for passenger cars, commercial vehicles and industrial technology, enabling the next generation of mobility.ZF allows vehicles to see, think and act. In the four technology domains of Vehicle Motion Control, Integrated Safety, Automated Driving, and Electric Mobility, ZF offers...


  • Chennai, Tamil Nadu, India White Force Full time

    Job Description: Name of the position: call Center Agent Experience: Min 1-4 Years from voice or Non-Voice background.Skills – Excellent CommunicationLocation – ChennaiSalary – UPTO 4 LPA Notice period - Immediate JoinersJob Description: Inbound/Outbound Calls II Good CommunicationPerform script (with necessary adjustments) to ensure consistency of...

  • Service Desk

    1 week ago


    Chennai, Tamil Nadu, India GAVS Technologies Full time

    Job Posted On :19:33Experience Required 8 yearsLocation Chennai, Tamil Nadu, India (CHN)Job SummaryServiceDesk-Mandarin supportPassword managementIdentify and diagnose issues and problems in End user devices such as desktops/laptops and Mobile devicesInstallation and support of software's such as o365, adobe, IE etc.Good knowledge in ticketing tools such as...


  • Chennai, Tamil Nadu, India Quess Full time

    About Us "Quess IT Staffing is India's largest IT staffing company with over 20 years of experience in staffing IT professionals in 300+ companies across levels and skillsets. Our 10,000+ associates deployed in 80+ cities and towns are proficient in over 500 technological skills. Our associates help enable cutting edge solutions some of the biggest names...


  • Chennai, Tamil Nadu, India Quess Full time

    About Us: Quess IT Staffing is India's largest IT staffing company with over 20 years of experience in staffing IT professionals in 300+ companies across levels and skillsets. Our 10,000+ associates deployed in 80+ cities and towns are proficient in over 500 technological skills. Our associates help enable cutting edge solutions some of the biggest names...


  • Chennai, Tamil Nadu, India @ Six Sigma Full time

    Job Details Requirement Type Permanent Job Title Opening for Senior service desk specialist Job Level Executive - Non-Managerial Job Description Senior service desk specialist No. of Openings 6 Job Domain IT Experience - Minimum - Maximum Access Management Expected Date Of Joining Joining Time 10 Days Salary 54167 Work Locations Chennai Required...


  • Chennai, Tamil Nadu, India Wipro Full time

    Monitoring Tools II Chennai II Coimbatore II Kochi Primary Skill : Truesight,Bigfix,SCOM,ITM,Azure monitoring, Knowledge in Python ,Perl and Powershell Window,Linux and AIX SQL Query . Grafana Prometheus and PROMQL to learn any new tool as per the customer need Additional Skill : Datadog, Servicenow ITOM, SCOM MI. Experience: Minimum 6+ Years of...


  • Chennai, Tamil Nadu, India timesjobs Full time

    Hiring For Service Desk Manager (SDM)Job Description Service Desk Manager (SDM) Desired Profile Skills: Manages all activities in the Delivery center, Ensures process changes are implemented, Service Improvement Plan (SIP), Supervises performance of the teamExperience: 7-13 Years, Should have worked as a manager for 4 yearsLanguage: Proficient in English...


  • Chennai, Tamil Nadu, India timesjobs Full time

    Hiring For Service Desk Manager (SDM)Job Description Service Desk Manager (SDM) Desired Profile Skills: Manages all activities in the Delivery center, Ensures process changes are implemented, Service Improvement Plan (SIP), Supervises performance of the teamExperience: 7-13 Years, Should have worked as a manager for 4 yearsLanguage: Proficient in English...


  • Chennai, Tamil Nadu, India krazy mantra hr solutions Full time

    Apply for Hiring For Service Desk Manager SDM, Career Progress Consultants in Chennai ,Pune for Year of Experience on