Information Technology Help Desk

Mizuho; Chennai District; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

Mizuho Global Services Pvt Ltd (MGS) in Chennai is seeking a Lead L1 Helpdesk to manage day-to-day Level 1 service desk operations and provide hands-on technical leadership for end-user support.

The role requires expertise in troubleshooting, networking, AV technologies, Azure administration, Microsoft 365, and strong stakeholder communication. You will mentor the L1 team, drive SLA targets, and coordinate with L2/L3 teams while ensuring security and compliance.

Qualifications

• 15+ years experience in IT support, service desk, or related field.
• Strong working knowledge of enterprise networking concepts and troubleshooting.
• Hands-on experience supporting audio‑video and collaboration technologies.
• Demonstrated experience leading helpdesk or technical-support teams.
• Excellent spoken English and confident communication with users and stakeholders.

Responsibilities

• Lead, mentor, and supervise the L1 helpdesk team, ensuring SLA targets and shift adherence.
• Manage incident and service-request queues, prioritise tickets, monitor ageing, and escalation.
• Provide guidance for desktop, laptop, OS, Microsoft 365, printing, and endpoint issues.
• Troubleshoot LAN, Wi-Fi, VPN, DNS, DHCP, and other network problems.
• Coordinate with L2/L3, infrastructure teams, and vendors to close incidents.

Skills

IT leadership

Network troubleshooting

AV / meeting-room tech

Incident management

English communication

Chennai location eligibility

Tools

Azure

Microsoft 365

AV systems

Job description

Mizuho Global Services Pvt Ltd (MGS) is a subsidiary company of Mizuho Bank, Ltd, which is one of the largest banks, also called a Mega Bank of Japan. MGS was established in the year 2020 as part of Mizuhos long-term strategy of creating a captive global processing center for remotely handling banking and IT-related operations of Mizuho Bank’s domestic and overseas offices and Mizuho’s group companies across the globe.

At Mizuho, we are committed to a culture driven by ethical values and supporting diversity in all its forms for our talent pool. The direction of MGS’s development is paved by its three key pillars: Mutual Respect, Discipline, and Transparency, which serve as the baseline of every process and operation carried out at MGS.

What’s in it for you?

• Immense exposure and learning
• Company of highly passionate leaders and mentors
• Ability to build things from scratch

Know more about MGS: https://www.mizuhogroup.com/asia-pacific/mizuho-global-services

Job Description – L1 Helpdesk

Role Overview

The L1 Helpdesk Lead will manage day-to-day Level 1 service desk operations and provide

hands-on technical leadership to ensure timely, professional, and effective end-user support.

The role requires strong expertise in troubleshooting, networking, audio-visual technologies,

Microsoft Azure administration, team leadership, and customer communication.

Key Responsibilities

• Lead, mentor, and supervise the L1 helpdesk team, ensuring adherence to support processes, service standards, and shift requirements.
• Manage incident and service-request queues, prioritise tickets, monitor ageing, and ensure achievement of service-level targets.
• Provide technical guidance and escalation support for desktop, laptop, operating system, Microsoft 365, printing, peripheral, and user-access issues.
• Troubleshoot LAN, Wi-Fi, VPN, IP connectivity, DNS, DHCP, and common endpoint networking problems.
• Support meeting-room audio-video equipment, conferencing platforms, displays, cameras, microphones, and related connectivity.
• Apply AZ-104 knowledge to assist with Azure administration, identity, access, virtual machines, storage, monitoring, and basic cloud troubleshooting.
• Coordinate unresolved incidents with L2/L3 teams, infrastructure teams, application owners, and external vendors, maintaining clear ownership through closure.
• Track operational metrics, recurring incidents, backlog, SLA performance, and customer feedback; prepare regular service reports for management.
• Develop and maintain standard operating procedures, knowledge articles, troubleshooting guides, and escalation matrices.
• Drive root-cause identification, problem prevention, continuous improvement, and automation opportunities within the support function.
• Ensure compliance with IT security, access-control, asset-management, change-management, and audit requirements.
• Communicate clearly with users and stakeholders, including during major incidents and high-priority escalations.

Required Qualifications and Experience

• 15+ years of experience in IT support, service desk, end-user computing, infrastructure support, or a related field.
• Strong working knowledge of enterprise networking concepts and practical network troubleshooting.
• Hands-on experience supporting audio-video and collaboration technologies in meeting-room and workplace environments.
• Demonstrated experience leading helpdesk or technical-support teams in a customer-focused environment.
• Strong analytical, diagnostic, prioritisation, and incident-management skills.
• Excellent spoken English and the ability to communicate confidently with users, technical teams, vendors, and senior stakeholders.
• Ability to work from the Chennai location and support business-critical operations as required.

Preferred Certifications

• Project Management Professional (PMP) certification.
• ITIL Foundation or higher-level ITIL certification.
• Additional Microsoft, networking, service-management, or audio-video certifications are advantageous.
• Visible ownership and accountability for service quality and team performance.
• Ability to coach, motivate, and develop technical support staff.
• Calm and decisive handling of escalations and high-pressure incidents.
• Strong stakeholder management, collaboration, and vendor-coordination skills.
• Clear verbal communication, active listening, and a professional customer-service mindset.
• Sound judgement, integrity, adaptability, and a continuous-improvement orientation.