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Global Service Desk
2 weeks ago
**Job Information**:
Date Opened
**05/19/2025**
Industry
**IT Services**
Job Type
**Full time**
City
**Chennai**
State/Province
**Tamil Nadu**
Country
**India**
Zip/Postal Code
**-**
**GSD Analyst**
This role is of IT GSD
- Service desk to be single point of contact for all IT tickets
- Handle IT Helpdesk phone calls
- Provide Live Chat support
- First level triage and resolution off incidence has per knowledge repositories or soaps available in addition to baseline troubleshooting skills of level one agent
- Create knowledge base articles has required to enhance ability on the team
- Escalation of Incidents to higher support tiers as needed per OLA/SLA.
- Maintain compliance with Verint operational ,ITSM and security procedures
- Leverage Verint provided ITSM tools ( Service Now)
- Participate in weekly staff meetings and training sessions as needed
- Participate in shift transition efforts to ensure seamless handling of support activities
**REQUIRED QUALIFICATIONS**
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Degree \ Diploma in computer science or related field
- Strong experience in supporting Windows \ MAC operating system, Core endpoint Applications, hardware and peripherals and mobile device
- Basic troubleshooting knowledge on Mobile device knowledge (Intune)
- Awareness of AD\ Azure fundamentals \ MFA \O365
- Strong troubleshooting and problem-solving skills
- Ability to write detailed reports and procedures
- Ability to work under pressure
- Excellent oral and written communication skills in the English language.
- Awareness of ITIL \ Service Now
