Senior service Desk Specialist

This role is for one of the Weekday's clients

Min Experience: 8 years

Location: Chennai

JobType: full-time

We are in search of a highly qualified Senior Service Desk Specialist to enhance our global IT Service Desk team. This role falls under 1st Level Support, and we specifically seek an experienced professional capable of independently resolving complex technical challenges, taking ownership of critical incidents, and actively participating in service improvements and automation projects. As a vital member of our global IT organization, you will serve as the Single Point of Contact for internal users across the globe, with a particular emphasis on supporting our Chennai hub and ensuring exceptional local IT service delivery.

Key Responsibilities

• Deliver advanced first-level IT support to internal users situated in various global locations, focusing primarily on the on-site operations in the Chennai office.
• Serve as the Single Point of Contact (on a rotating basis) for all incoming IT requests and incidents.
• Analyze and resolve intricate technical issues across endpoints, operating systems, and client infrastructure independently.
• Handle and process incidents, service requests, and standard changes in line with ITIL practices.
• Take responsibility for escalated or critical business tickets within the Service Desk scope.
• Provide hands-on IT support and logistical coordination for the Chennai hub.
• Conduct technical onboarding and offboarding processes, including account provisioning, access management, and workstation setup.
• Install, configure, and maintain laptops, smartphones, monitors, and peripherals.
• Ensure the configuration management database (CMDB) contains accurate asset documentation.
• Support and enhance endpoint management processes, including Windows, macOS, and MDM solutions, particularly Microsoft Intune.
• Assist with the lifecycle management of hardware, software, and licenses.
• Contribute to the development of knowledge base articles, standard operating procedures (SOPs), and ongoing service improvement initiatives.
• Work collaboratively with internal IT teams, including Infrastructure, Security, and Applications.
• Create and sustain PowerShell scripts to automate recurring administrative and support tasks.

Required Skills & Experience

• Over 8 years of experience in enterprise IT support roles such as Service Desk or similar.
• Expertise in troubleshooting Windows operating systems.
• Experience with enterprise client hardware environments.
• Understanding of fundamental networking concepts including DNS, DHCP, VPN, and TCP/IP.
• Strong working knowledge and troubleshooting skills in macOS and Linux environments.
• Proven experience with Microsoft Intune for endpoint management and device compliance.
• Familiarity with ticketing systems such as Jira, ServiceNow, or similar platforms.
• Knowledge of Identity & Access Management systems, including Azure AD/Entra ID and Active Directory, as well as SSO concepts.
• Experience in IT asset and license management.
• Proven ability in PowerShell scripting and automation.
• Solid grasp of enterprise IT service management processes (ITIL).
• Ability to work autonomously, prioritize tasks efficiently, and make informed technical decisions.
• Experience in managing high-impact incidents with a sense of ownership and accountability.
• A strong emphasis on documentation and a process-oriented mindset.

Profile & Soft Skills

• Degree in Computer Science, Information Systems, or relevant professional experience.
• A self-sufficient, structured, and dependable working approach.
• A keen attention to detail, especially in change management and asset tracking.
• Excellent communication skills in English, both written and spoken.
• A service-oriented mindset combined with a proactive and solution-focused attitude.
• A professional, friendly, and respectful demeanor when interacting with users at all levels—especially in challenging or high-pressure situations.
• Experience in an international or multicultural work environment.

Nice to Have

• ITIL certification.
• Certifications from Microsoft, CompTIA, or similar organizations.
• Experience in automation techniques beyond PowerShell.
• Background in global IT organizations.