IT Service Desk Agent Iii

1 week ago


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 company's high standard of customer service.

This role reports directly to the IT Service Desk Lead.

Essential Functions:

-
Incident Management:

  • Provide firstlevel diagnosis and resolution of technical issues, escalating complex cases as necessary.
  • Tackle advanced technical issues, working on solutions that may fall outside the standard troubleshooting protocol.
-
Shift Leadership:

  • Act as a point of escalation for other Tier 1 agents, offering guidance and support in more complex troubleshooting scenarios.
  • Oversee the operational flow during shifts, ensuring adequate staffing and efficient issue resolution.
  • Coordinate with the Service Desk Lead and other senior agents to streamline processes and enhance service quality.
-
User Communication:

  • Provide clear, concise, and timely communication to users about the status of their issues.
  • Act as a liaison between endusers and Tier 2 or Tier 3 support teams when advanced intervention is required.
-
Documentation:

  • Accurately record and document all details of the incident, including advanced troubleshooting steps taken.
  • Contribute to and leverage the knowledge base to ensure that solutions are consistent and effective across the team.
-
Technical Support:

  • Assist with system configuration tasks, software installations, and hardware setups.
  • Take the lead on incident trend analysis, identifying potential areas for system or process improvement.
-
Team Collaboration & Mentorship:

  • Assist in training and mentoring junior Tier 1 agents, sharing expertise and ensuring consistent skill development within the team.
  • Collaborate with Tier 2 and Tier 3 support teams to streamline communication and enhance service delivery.

Education:

  • Four years of College resulting in a Bachelor's Degree or equivalent

Certifications, Accreditations, Licenses:

  • N/A

Experience:

  • 36 Years

Special Knowledge, Skills, and Abilities:

  • Diploma or Bachelor's degree in Computer Science, Information Technology, or a related field.
  • 45 years of experience in IT support, with a demonstrated record in a senior or lead role.
  • Profound technical knowledge with the ability to troubleshoot a broader range of hardware, software, and network issues.
  • Exceptional verbal and written communication skills.
  • Demonstrated leadership capabilities and team collaboration.
  • Proven experience in mentoring or training staff.
  • Familiarity with Service Desk software and tools.
  • For remote work scenarios, a reliable and fast internet connection is essential.

Supervisory Responsibility:


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


Work Environment:

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

  • 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...


  • 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: ...


  • 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...

  • 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 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


  • Chennai, Tamil Nadu, India CGI Full time

    Position Description:Stay current with system information, changes, and updates.Adhere to work schedules, attendance and leave policies.Expected to work in a 24/7 environment on rotational shiftsComply with CGI and Client s IS/IT policies, code of conduct, and quality standards Participate in the recruitment process for initial member screeningExcellent...


  • Chennai, Tamil Nadu, India CGI Full time

    Position Description: Stay current with system information, changes, and updates. Adhere to work schedules, attendance and leave policies. Expected to work in a 24/7 environment on rotational shifts Comply with CGI and Client s IS/IT policies, code of conduct, and quality standards Participate in the recruitment process for initial member screening...

  • Social Media Desk

    1 week ago


    Chennai, Tamil Nadu, India Arting Digital Private Limited Full time

    Position Title: Social Media DeskCTC: 2-5lpaExp: 2-3yrsLocation : Karapakkam, ChennaiWorking Mode: on-site(work from office)Primary Skills - Good command of English (Spoken/Written).Atleast 2 -3 years of experience in Voice/ Non-Voice process, preferably in banking/ financial Industry.Qualification - Graduate in any StreamDuties and Responsibilities: Provide...