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 seeking a skilled IT support professional to be part of our global service desk team, where you will play a vital role in delivering high-quality support to end users and enhancing operational excellence. This position transcends typical L1 support, making it ideal for individuals who can independently resolve complex technical challenges, implement improvements, and support automation efforts.

In this role, you will serve as a primary point of contact for internal users across various regions, with a strong emphasis on providing support for a key delivery hub while ensuring that IT service experiences are consistent and efficient.

Key Responsibilities:

• Deliver comprehensive end-user support across various locations, ensuring seamless IT operations for a vital regional office
• Serve as the main point of contact for incoming technical inquiries and incidents on a rotational basis
• Identify and resolve intricate issues related to user devices, operating systems, and enterprise applications
• Oversee incidents, service requests, and standard changes in accordance with established service management practices
• Take responsibility for high-priority or escalated tickets within the service desk framework
• Facilitate onboarding and offboarding processes, which include account creation, access management, and device setup
• Install, configure, and maintain end-user hardware, including laptops, mobile devices, and peripherals
• Ensure precise records of IT assets and configurations are kept in internal systems
• Participate in endpoint management and ensure device compliance across various operating systems
• Support the management of hardware, software, and licensing lifecycles
• Produce and revise documentation, knowledge base entries, and standard operating procedures
• Work in collaboration with internal technology teams such as infrastructure, security, and applications
• Design and implement scripts to automate repetitive administrative and support tasks

Required Skills:
Must-Have:

• Approximately 8+ years of experience in enterprise IT support or service desk settings
• Exceptional troubleshooting abilities in Windows operating systems and enterprise end-user environments
• Solid understanding of networking fundamentals including DNS, DHCP, VPN, and TCP/IP
• Proficient in macOS and Linux environments
• Practical experience with endpoint management and device compliance tools (e.g., Intune or similar solutions)
• Familiarity with ticketing or service management systems (e.g., Jira, ServiceNow, or comparable)
• Knowledge of identity and access management principles (Active Directory, Azure AD / Entra ID, SSO)
• Background in IT asset and license management processes
• Skilled in scripting (PowerShell preferred) for automation and operational improvements
• Comprehension of IT service management frameworks (e.g., ITIL)
• Capability to work autonomously, prioritize effectively, and manage critical incidents with accountability
• Strong focus on documentation and process-oriented methodologies

Skills

Service Desk

Windows

Macos

Mac