LTIMindtree | Service Desk Agent

4 weeks ago


chennai, India LTIMindtree Full time

LTIMindtree hiring


Role – Service Desk Agent

Experience: 3-8 years

Location: Chennai/Coimbatore/Hyd/Mumbai/Pune


Job Description:


• First-Line Support: Provide initial support for end-user requests related to hardware, software, and network connectivity.

• Ticket Creation, Logging and Routing: Accurately log incidents and service requests, ensuring detailed documentation for future reference.

• Basic Troubleshooting: Resolve simple issues, including password resets, software installations, and account access problems.

• Escalation to L2: Escalate complex incidents to L2 support when issues cannot be resolved at the L1 level.

• User Communication: Ensure timely communication with end users, keeping them informed about ticket status and resolution timelines.

• Coordinate during P1, P2 issue with Major incident Manager


Mandatory Leaf Skills to Hire

 Technical Skills: Basic knowledge of desktop support, common software applications (Browser, MSoƯice)

 Soft Skills: Strong communication

 Basic problem-solving skills. Upskilling Tracks

 Windows & Lunix Server Basic

 Service Now, Jira, CA Service Desk, BMC Remedy (Anyone depends on Customer ITSM tools) Useful Certifications

 Certifications: CompTIA IT Fundamentals (ITF+)

 Microsoft Fundamentals (optional).



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