About the Role
The Service Desk Agent I provides first-line technical support to customers by troubleshooting hardware, software, and network-related issues. The role involves incident management, customer support, documentation, monitoring alerts, and maintaining operational efficiency while working in a 24x7 support environment.
Responsibilities
- Provide first-line technical support for hardware, software, and network issues
- Troubleshoot and resolve customer technical problems
- Log, track, and document detailed ticket activities until resolution
- Escalate complex issues to Level 2 support teams when required
- Assist customers with business product and IT service inquiries
- Monitor system alerts and respond appropriately
- Maintain and update knowledge base documentation for recurring issues and solutions
Requirements
- Strong communication skills
- Strong customer service skills
- Service desk experience with handling international calls
- Basic understanding of IT systems
- Basic networking knowledge
- Knowledge of Microsoft applications
- Ability to follow troubleshooting procedures
- Ability to escalate issues appropriately
- Familiarity with ITSM tools such as ServiceNow is preferred
Work Environment
- 24x7 support operations with rotational shifts
- Full-time work from office
- Chennai location
