Service Desk Agent

Job description:

Job Title: Service Desk Agent

Location: Chennai
Experience Required: 1 to 2 years

• Strong customer handling skills
• Excellent communication skills (fluency in English is mandatory)
• Experience and knowledge of Windows systems and operating issues

• Familiarity with ITIL framework
• Experience and knowledge of Mac systems and operating issues

• Excellent verbal and written communication skills, including proper email etiquette
• Strong problem-solving and analytical abilities
• High level of customer service orientation

• Exceptional verbal communication and listening skills
• Proven experience in front-line service roles, especially with high-value or critical customers
• Ability to document important call details efficiently

• Provide support via Call / Chat / Email to end users
• Identify issues and create Service Requests or Incidents, providing L1 resolution
• Escalate priority incidents to Subject Matter Experts (SMEs) as needed
• Maintain and update incident records throughout their lifecycle
• Ensure incidents resolved at the Service Desk are marked as First Time Fix
• Close completed Incidents/Changes/Service Requests appropriately
• Track and contribute to knowledge base usage and improvement
• Handle complex customer scenarios and provide timely resolutions
• Anticipate customer needs and address concerns proactively
• Offer direct technical assistance via phone, email, and chat
• Act as a single point of contact for users of the service
• Ensure high levels of customer satisfaction
• Follow standard Service Desk scripts during user interactions
• Implement contingency plans when Service Desk tools are unavailable
• Provide status updates to users and ensure incident records reflect current progress
• Identify and manage non-incident requests appropriately:
  • Initiate Change Management for RFCs
  • Initiate Standard Change / Service Request process for RfS
• Monitor auto-generated incidents and prioritize accordingly
• Liaise with resolver groups to progress incidents, problems, and changes
• Review resolution details and ensure proper incident closure
• Confirm closure with users, following the ‘3 strikes and out’ policy
• Ensure accurate classification and documentation of incidents
• Prevent duplicate incident records for the same issue
• Capture detailed descriptions and apply correct classification codes
• Initiate Major Incident or Recovery Call processes when applicable
• Record and assign Incidents/Changes/Service Requests using the Incident Management tool
• Escalate and progress incidents as required, keeping users informed