Service Desk Specialist

1 hour ago


Chennai Tamil Nadu India, Tamil Nadu CBTS Full time

Job Title: Service Desk Agent Level 2


Job Purpose:

The Service Desk Agent Level 2 provides in-depth technical support and serves as an escalation point for Level 1 agents. This role requires problem-solving expertise and knowledge-sharing to enhance team efficiency while ensuring incidents and service requests are resolved within SLAs.


Essential Functions:

  • Serve as an escalation point for Level 1 agents on complex technical issues.
  • Troubleshoot and resolve incidents related to networking, VoIP, Microsoft applications, and business systems.
  • Document and track detailed ticket activities until resolution.
  • Collaborate with teams to diagnose and resolve recurring technical issues.
  • Create knowledge base entries for repeatable solutions.
  • Make outbound calls to customers as part of incident resolution.
  • Monitor system alerts and proactively address potential issues.

Education & Certifications:

  • High School diploma required.
  • ITIL Foundations Certification is required.
  • CompTIA Net+, CCENT preferred.
  • CCNA desired.


Experience:

  • 3+ years of experience in a Service Desk or technical support environment.


Special Knowledge, Skills, and Abilities:

  • Strong understanding of networking fundamentals, Windows OS, and Office applications.
  • Excellent customer service, communication, and conflict resolution skills.
  • Experience with ServiceNow or similar ITSM platforms.
  • Ability to work independently and remotely when required.


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