Support Specialist
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Job Description
About Job
Support Specialist - Helpdesk, Chennai
Work Model: 24x7 Global Support, rotational shifts
Role Overview
We are looking for an experienced and customer-focused Support Specialist - Helpdesk to join our Global IT Service Desk team. The ideal candidate will have 5+ years of experience in IT Service Desk / Technical Support, with strong expertise in troubleshooting end-user technology issues and supporting users in a global enterprise environment.
The role requires excellent spoken and written English communication skills, along with prior experience supporting international/global customers through inbound and outbound technical voice support.
As part of a global 24x7 support organization, the candidate must be comfortable working in rotational shifts, including nights, weekends, and public holidays as required.
Key Responsibilities
Technical Support & Incident Management
• Provide Level 1 / advanced Service Desk support to users across multiple countries and regions.
• Handle technical support through inbound and outbound calls, tickets, email, chat, and other supported channels.
• Diagnose and troubleshoot hardware, software, operating system, network, VPN, authentication, and application access issues.
• Perform accurate incident diagnosis, troubleshooting, resolution, documentation, categorization, prioritization, and escalation.
• Take ownership of user issues from initial contact through resolution or appropriate escalation.
• Ensure incidents and service requests are managed in accordance with defined SLAs and ITIL processes.
• Collaborate with Level 2, Level 3 and infrastructure/application support teams for complex technical issues.
• Provide technical guidance and troubleshooting assistance to other Service Desk analysts.
• Assist with complex, recurring, high-impact, or escalated user issues.
• Identify recurring issues, troubleshooting gaps, and opportunities for process improvement.
• Contribute to the development and maintenance of Knowledge Base articles, troubleshooting guides, Standard Operating Procedures (SOPs), and known-error documentation.
• Maintain accurate and high-quality ticket documentation, including troubleshooting steps and resolution details.
• Proactively identify opportunities for automation, self-service, knowledge improvement, and ticket reduction.
Requirements
Function: General Business
Experience Level: Mid-Senior Level