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Service Desk Engineer/ Service Desk Lead
Contract
Chennai (ONLY)
Key Responsibilities:
Provide Level 1 technical support for hardware, software, network, and application-related issues.
Respond to user queries via phone, email, chat, and ticketing systems.
Log, track, prioritize, and resolve incidents/service requests within SLA timelines.
Troubleshoot desktop, laptop, printer, VPN, Outlook, and basic network connectivity issues.
Manage user accounts, password resets, and access permissions in Active Directory.
Support Windows operating systems, MS Office/O365, and remote desktop tools.
Escalate unresolved issues to Level 2/Level 3 support teams when necessary.
Perform software installations, configurations, and system updates.
Maintain accurate documentation of incidents, solutions, and troubleshooting steps.
Coordinate with internal IT teams and vendors for issue resolution.
Monitor ticket queues and ensure timely follow-ups with users.
Provide excellent customer service and maintain strong communication with end users.
