Service Desk Agent II

1 week ago

Chennai, India CBTS Full time

CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, CBTS delivers comprehensive technology solutions for its clients' transformative business initiatives. For more information, please visit .


OnX is a leading technology solution provider that serves businesses, healthcare organizations, and government agencies across Canada. OnX combines deep technical expertise with a full suite of flexible technology solutionsincluding Generative AI, Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern applications and the secure, scalable platforms on which they run, to managing, monitoring, and optimizing their operations, OnX delivers comprehensive technology solutions for its clients' transformative business initiatives. For more information, please visit .




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.

From Vidhya - strong networking foundation skills would be preferred. if he has experience in NOC Monitoring and call handling, its best.

just to add in JD skill, Handle customer Inbound and outbound calls to customers as part of incident resolution.



PI86c4b518ce

  • IT Service Desk Agent Iii

    2 days 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...

  • Service Desk Agent

    3 days ago

    Chennai, Tamil Nadu, India Fujitsu Full time

    We use cookies to offer you the best possible website experience Your cookie preferences will be stored in your browser s local storage This includes cookies necessary for the website s operation Additionally you can freely decide and change any time whether you accept cookies or choose to opt out of cookies to improve website s performance as well as...

  • Service Desk

    4 days ago

    Chennai, Tamil Nadu, India UST Global Full time

    2 - 3 Years - 1 Opening - Chennai **Role description**: We are looking for an experienced **Service Desk Agent** with excellent English communication skills and hands-on expertise in Service Desk operations and Active Directory. In this role, you will work as part of a collaborative team providing **24/7 technical support** in rotational shifts. **Key...

  • ▷ 15h Left: Service Desk Agent

    16 hours ago

    Chennai, Tamil Nadu, India Fujitsu Full time

    We use cookies to offer you the best possible website experience Your cookie preferences will be stored in your browser s local storage This includes cookies necessary for the website s operation Additionally you can freely decide and change any time whether you accept cookies or choose to opt out of cookies to improve website s performance as well as...

  • Technical Service Desk

    3 weeks ago

    Chennai, India UST Full time

    2 - 3 Years 2 Openings Chennai Role description Role Proficiency: Follow/update runbook/SOP to monitor track and co-ordinate to closure/service requests Outcomes: 1) Monitor customer infrastructure using tools or defined SOPs to identify failures and mitigate the same by raising tickets with defined priority and severity2) Update SOP with updated...

  • Technical Service Desk

    1 week ago

    Chennai, Tamil Nadu, India UST Full time ₹ 4,00,000 - ₹ 8,00,000 per year

    2 - 3 Years2 OpeningsChennaiRole descriptionRole Proficiency:Follow/update runbook/SOP to monitor track and co-ordinate to closure/service requestsOutcomes:1) Monitor customer infrastructure using tools or defined SOPs to identify failures and mitigate the same by raising tickets with defined priority and severity2) Update SOP with updated troubleshooting...

  • Service Desk Engineer

    3 weeks ago

    Chennai, India Fourth Dimension Technologies Full time

    IT Service Desk Engineer Day to day management of the First Line Service Desk function: a. Ensure that the Service Desk is an excellent deliverer of Customer Service b. Ensure that the call logging system is fit for purpose and is used effectively and efficiently by the team c. Be responsible for the operational management of call assignments within the...

  • Service Desk Engineer

    1 week ago

    Chennai, Tamil Nadu, India Fourth Dimension Technologies Full time ₹ 4,00,000 - ₹ 12,00,000 per year

    IT Service Desk EngineerDay to day management of the First Line Service Desk function:a. Ensure that the Service Desk is an excellent deliverer of Customer Serviceb. Ensure that the call logging system is fit for purpose and is used effectively and efficiently by the teamc. Be responsible for the operational management of call assignments within the Service...

  • IT Service Desk Agent III

    1 week ago

    Chennai, India CBTS Full time

    CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern...

  • IT Service Desk Agent III

    1 week ago

    Chennai, India CBTS Full time

    CBTS serves enterprise and midmarket clients in all industries across the United States and Canada. CBTS combines deep technical expertise with a full suite of flexible technology solutions--including Application Modernization, Managed Hybrid Cloud, Cybersecurity, Unified Communications, and Infrastructure solutions. From developing and deploying modern...