Helpdesk Associate – ITIL (L2 Support)

About the role

We are looking for a Helpdesk Associate – ITIL to provide L2 technical support for our clients in Coimbatore. The role involves handling incidents and service requests through phone, email and chat while following ITIL best‑practice procedures.

Key responsibilities

• Deliver L2 technical guidance, identify, prioritize and resolve reported problems.
• Conduct recognition, research, isolation, resolution and follow‑up steps for incidents.
• Act as a liaison between customers and internal departments within the client infrastructure.
• Troubleshoot Microsoft Windows, PC hardware, Internet Explorer, Microsoft Office and other COTS applications.

Required profile

• Graduate degree (B.Tech/B.E or other technical degree preferred).
• Good communication skills with at least 1 year of international calling experience.
• Strong written and verbal comprehension.
• Excellent customer handling abilities.
• Willingness to work rotational shifts in a 24 × 7 support environment.

Required skills

• MS Windows
• PC hardware
• Internet Explorer
• MS Office
• COTS applications
• ITIL Incident & Request Management practices

What we offer

• Opportunity to work for a global leader in technology services.
• Exposure to a diverse client base and international support operations.