IT Help desk - Sr Process Executive
Location: Chennai
• Experience: Mid Level
• Openings: 3
Job description
1. Job Details
Job Title: IT Help desk - Sr Process Executive
Job Location: Chennai
Work Model: Work from office
2. Candidate
Expectations
Total and Relevant Experience – 1.5
Years to 4 Years
Candidate Location - Anywhere
Skills – Technical troubleshooting,
Operating systems, Networking basics
Candidate Industry (BPO)
Diversity – No
3. Education and
Certification
Qualification: Any degree
Specific Remarks:
Distance education not accepted.
Certification:
Not Applicable
4. Detailed Job
Description
The Application Help Desk Analyst is responsible for providing
comprehensive technical and functional support to business users across a suite
of enterprise applications, including both commercial off‑the‑shelf (COTS) and
custom-developed systems. This role serves as a primary point of contact for
user inquiries, incidents, and service requests, ensuring timely resolution and
high-quality user experience within a 24x7 operational environment. The Analyst
possesses a strong understanding of application features, workflows, and system
integrations, enabling effective troubleshooting and collaboration with
downstream teams such as application support, product, and engineering. In
addition to resolving issues, the role plays a key part in enhancing
application usability, improving support processes, and contributing to
knowledge management and program governance.
Skill Set Required:
·
Minimum 1+ years of experience in International
technical voice process(inbound), with proven exposure to working closely with
product and engineering teams to troubleshoot, escalate, and resolve issues
effectively.
·
Strong working knowledge of incident and project
management tools such as ServiceNow (SNOW), DevOps ADO, or equivalent
platforms, including ticket creation, categorization, prioritization, and
lifecycle management.
·
Demonstrated ability to quickly learn and adapt to new
technologies, products, and features, with a strong customer-centric mindset to
translate technical concepts into practical solutions.
·
Excellent written communication and documentation
skills, with the ability to clearly explain complex technical information in a
concise and easily understandable manner for non-technical audiences.
·
Proven customer service orientation, with a strong
focus on empathy, professionalism, responsiveness, and issue ownership.
·
Ability to thrive in a fast‑paced, demand‑driven
environment, effectively managing multiple requests and priorities while
meeting SLAs and stakeholder expectations.
·
Fluency in English (written and verbal) is mandatory,
with strong presentation and interpersonal communication capabilities.
·
High level of emotional intelligence, including active
listening skills, sound judgment, and the ability to respond diplomatically and
effectively in challenging situations.
·
Familiarity with reporting and data analysis,
including hands-on experience with MS Excel and visualization tools such as
Tableau, to support operational insights and performance tracking.
·
Exceptional attention to detail with a strong
commitment to quality, accuracy, and continuous process improvement.
·
Willingness to work in a 24x7 operational model with
rotational shifts and weekly off schedules.
·
Willing to work in a completely Work from Office work
model
5. Key Skills
Windows troubleshooting, Hardware troubleshooting, ticketing systems, Troubleshooting
methodology
6. Other Specific
Remarks
Additional
Requirements: Proper documents
for entire career and PF Form 16 Mandatory