Walk-in || Service Desk/ IT Support - Walkin Drive - Chennai, RRD, Nandhanam

Service Desk / IT Support Job Description

Experience: 2 - 3 years
Location: Chennai, Tamil Nadu
Job Type: Full-time

Key Responsibilities

• Provide Level 1/Level 2 IT support to employees through phone, email, chat, and ticketing systems.
• Troubleshoot issues related to Windows OS, laptops/desktops, printers, network connectivity, VPN, and applications.
• Create, update, prioritize, and resolve incidents and service requests using an ITSM/ticketing tool.
• Perform password resets, account unlocks, software installation, and access-related troubleshooting.
• Troubleshoot Microsoft 365/Outlook, Teams, Active Directory, and basic networking issues.
• Escalate complex incidents to the appropriate infrastructure, application, or network teams.
• Follow SLA, incident-management, problem-management, and change-management processes.
• Maintain accurate documentation of troubleshooting steps and resolutions.
• Assist with onboarding/offboarding, user account provisioning, and IT asset-related activities.
• Monitor unresolved tickets and ensure timely follow-up with users and resolver teams.

Required Skills

• 23 years of experience in Service Desk / IT Helpdesk / Desktop Support.
• Good knowledge of Windows 10/11 troubleshooting.
• Working knowledge of Active Directory.
• Experience with Microsoft 365, Outlook, Teams, and common desktop applications.
• Basic understanding of TCP/IP, DNS, DHCP, VPN, LAN/Wi-Fi.
• Experience with ITSM tools such as ServiceNow, Jira Service Management, BMC Remedy, or similar.
• Good communication and customer-service skills.
• Understanding of ITIL / ITIL processes is an advantage.
• Ability to work in rotational shifts, if required.

Common Job Titles to Search

• Service Desk Analyst
• IT Service Desk Analyst
• IT Helpdesk Engineer
• Technical Support Engineer
• Desktop Support Engineer
• IT Support Engineer
• L1/L2 Service Desk Engineer
• IT Operations Support Engineer