Help Desk Support Technician

As a Tier 1 Help Desk Support in Chennai, your role will involve being the first point of contact for IT incidents and service requests. You will receive, log, track, and update tickets via the ticketing system through calls and emails. It will be your responsibility to perform accurate call logging, recording, and web-based ticket documentation. Additionally, you will classify incidents, conduct initial investigation and diagnosis, provide first-level troubleshooting using knowledge base and SOPs, and escalate issues to onsite support or relevant resolver teams when necessary. Ensuring proper incident closure with user confirmation and performing basic trend analysis to identify recurring issues will also be part of your key responsibilities. You will handle service requests such as password resets, access requests, and standard configurations, while maintaining clear and professional communication with end-users and stakeholders.

Key Responsibilities:

• Act as the first point of contact for IT incidents and service requests
• Receive, log, track, and update tickets via the ticketing system (calls/emails)
• Perform accurate call logging, recording, and web-based ticket documentation
• Classify incidents and conduct initial investigation and diagnosis
• Provide first-level troubleshooting using knowledge base and SOPs
• Escalate issues to onsite support or relevant resolver teams when required
• Ensure proper incident closure with user confirmation
• Perform basic trend analysis to identify recurring issues
• Handle service requests such as password resets, access requests, and standard configurations
• Maintain clear, professional communication with end-users and stakeholders

Qualifications Required:

• Diploma or Graduate in IT or a related field
• 24 years of experience in Help Desk / IT Support
• Strong communication and customer service skills
• Good understanding of Windows / macOS, MS Office, and common IT applications
• Ability to follow procedures, document accurately, and work in an SLA-driven environment

If you choose to join us, you will have the opportunity to work in an onsite role in Chennai within a structured IT support environment. You will also get the chance to work with global support processes and be part of a stable role with growth opportunities. As a Tier 1 Help Desk Support in Chennai, your role will involve being the first point of contact for IT incidents and service requests. You will receive, log, track, and update tickets via the ticketing system through calls and emails. It will be your responsibility to perform accurate call logging, recording, and web-based ticket documentation. Additionally, you will classify incidents, conduct initial investigation and diagnosis, provide first-level troubleshooting using knowledge base and SOPs, and escalate issues to onsite support or relevant resolver teams when necessary. Ensuring proper incident closure with user confirmation and performing basic trend analysis to identify recurring issues will also be part of your key responsibilities. You will handle service requests such as password resets, access requests, and standard configurations, while maintaining clear and professional communication with end-users and stakeholders.

Key Responsibilities:

• Act as the first point of contact for IT incidents and service requests
• Receive, log, track, and update tickets via the ticketing system (calls/emails)
• Perform accurate call logging, recording, and web-based ticket documentation
• Classify incidents and conduct initial investigation and diagnosis
• Provide first-level troubleshooting using knowledge base and SOPs
• Escalate issues to onsite support or relevant resolver teams when required
• Ensure proper incident closure with user confirmation
• Perform basic trend analysis to identify recurring issues
• Handle service requests such as password resets, access requests, and standard configurations
• Maintain clear, professional communication with end-users and stakeholders

Qualifications Required:

• Diploma or Graduate in IT or a related field
• 24 years of experience in Help Desk / IT Support
• Strong communication and customer service skills
• Good understanding of Windows / macOS, MS Office, and common IT applications
• Ability to follow procedures, document accurately, and work in an SLA-driven environment

If you choose to join us, you will have the opportunity to work in an onsite role in Chennai within a structured IT support environment. You will also get the chance to work with global support processes and be part of a stable role with growth opportunities.