Sr Analyst Service Desk (L2 Support)

Role & responsibilities

• Troubleshoot and resolve L2 issues related to Windows 10/11, desktop and laptop hardware, software, network connectivity, and mobile devices.
• Provide technical support for Active Directory, Microsoft Entra ID/Azure AD, Exchange administration, Microsoft 365, SCCM/MECM, and Intune.
• Diagnose and resolve identity, access, productivity application, endpoint management, and remote-access issues.
• Take ownership of aged and escalated tickets, monitor progress, provide timely user updates, and ensure SLA compliance.
• Document troubleshooting steps, diagnostics, actions taken, and resolutions accurately in the ticketing system.
• Assist and coach L1 analysts in troubleshooting, ticket handling, and appropriate escalation procedures.
• Follow ITIL-based incident management processes and maintain ticket quality and service delivery standards.
• Provide professional voice-based and remote technical support to US-based end users.
• Collaborate with relevant technical teams to resolve complex incidents and minimize business disruption.

Preferred candidate profile

• 7+ years of experience in enterprise desktop support, IT service desk, or L2 technical support.
• Strong hands-on troubleshooting experience with Windows 10/11, hardware, software, and network connectivity.
• Working knowledge of Active Directory, Microsoft Entra ID/Azure AD, Exchange administration, Microsoft 365, SCCM/MECM, and Intune.
• Prior experience providing voice-based technical support to US-based end users is required.
• Experience with enterprise ticketing tools, incident management, SLA tracking, and ITIL fundamentals.
• Strong communication, problem-solving, customer service, ticket ownership, and documentation skills.
• Ability to guide L1 analysts and manage escalated incidents independently.
• Knowledge of Citrix, Azure Virtual Desktop (AVD), RDP/VDI, and networking fundamentals, including DNS, VPN, and TCP/IP, will be an added advantage.

Note:

This is a work from office in Chennai (In DLF IT Park Manapakkam). 5 days working in office

This will be rotational working hours (6am, 11am and 5:30pm)

Exp in Supporting US Client is Mandatory