Service Desk Analyst L & Service Desk Engineer L

Job Title: Service Desk Analyst L1 & Service Desk Engineer L2
Location: Chennai, India
Salary: INR L1 - ₹4,00,000 Lakh to ₹5,00,000 Lakh & L2 - ₹5,00,000 Lakh to ₹6,50,000 Lakh Per Annum
Terms: Permanent, Full Time
Work Pattern: Office Based - 5 Days Per Week, Support OOH On Call Coverage on a Rota Basis

Reports to:

• L1: IT System Analyst and Network Engineer (Chennai)
• L2: IT & Technical Support Manager (Birmingham, UK)
  

Infused Solutions is seeking two skilled Service Desk Analysts & Engineer to join our client's IT & Technical Solutions team in Chennai. These roles are pivotal in providing IT support, ensuring processes are followed correctly, and user requests are handled efficiently.

You will be in an ITIL based service desk environment where you will answer calls, fix and escalate faults for on-site and remote users, troubleshoot issues through to resolution, configure devices, install new software, and maintain existing systems.

Key Responsibilities:

• Act as a single point of contact for employees, customers, and business partners.
• Provide 1st line support: log incidents into the service desk system.
• Provide support managing service desk tickets triaged from front-line support team.
• Manage escalation through other teams, ensuring high-quality service.
• Deploy and maintain software/hardware, including patches/hotfixes.
• Troubleshoot and manage MFD printers/scanners.
• Update documentation (Asset Register, Stock Control, Wiki).
• Maintain Active Directory/Exchange user accounts and file security permissions.
• Manage and maintain the phone system.
• Provide administrative support to back-office and bespoke systems.
• Maintain high customer service standards and adhere to SLAs.
• Work on occasional implementation projects for new software/hardware technologies.

Job Requirements:

• ITIL v3-4 Foundation and ITIL environment/Service Level Agreements experience.
• Front-line technical IT support experience.
• Proficiency in Windows 10/11, Windows Server 2008/2012, 2016, 2019 Remote Desktop/Terminal services.
• Microsoft Active Directory Administration.
• Microsoft Office 2016, 2019, and Microsoft Office 365 Suite.
• TCP/IP Networking, DHCP, DNS and VPN.
• Working Knowledge of VMware virtualisation environments.
• Working Knowledge of Microsoft Azure cloud infrastructure/environment.
• Experience with HP MSA SAN, HP server and networking hardware.
• Technical documentation skills (Wiki preferred).
• Supporting and managing printers and scanners.
• MSSQL, SSIS, SSRS, PowerShell - Desirable
• Excellent Communication Skills

If this role is of interest, please send me your CV immediately and drop me a WhatsApp text on with your Name, Number, followed by L1 or L2.