IT Help desk - Sr. Process Executive

Golden Opportunities; Chennai District; On-site; INR 300,000 - 420,000; Full time

Job summary

Golden Opportunities in Chennai is seeking an Application Help Desk Analyst to provide technical and functional support to business users across enterprise applications, including both COTS and custom systems.

The role serves as the primary contact for inquiries, incidents, and service requests in a 24x7 environment, collaborating with product and engineering teams to troubleshoot and resolve issues, improve usability, and contribute to knowledge management.

Qualifications

• Minimum 1+ years of experience in International technical voice process (inbound).
• Proficient with incident and project management tools such as ServiceNow and DevOps ADO.
• Strong customer-centric mindset with ability to translate technical concepts for non-technical audiences.
• Excellent written communication and documentation skills.
• Distance education not accepted.
• Proper documents for entire career and PF Form 16 mandatory.

Responsibilities

• Provide comprehensive technical and functional support to business users across enterprise applications, including both COTS and custom-developed systems.
• Serve as primary point of contact for inquiries, incidents, and service requests, ensuring timely resolution and high-quality user experience within a 24x7 operational environment.
• Collaborate with downstream teams such as application support, product, and engineering to troubleshoot and resolve issues; contribute to knowledge management and program governance.

Skills

Technical troubleshooting

Operating systems

Networking basics

English fluency

Education

Any degree

Tools

ServiceNow

DevOps ADO

Job description

• Candidate Expectations
• Candidate Location - Anywhere
• Skills - Technical troubleshooting, Operating systems, Networking basics
• Diversity- No .
• Education and Certification / Qualification:
• Any degree Specific Remarks: Distance education not accepted.
• Certification: Not Applicable.

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, elevate, 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 .

Key Skills

• Windows troubleshooting, Hardware troubleshooting, ticketing systems, Troubleshooting methodology.
• Other Specific Remarks / Additional Requirements:
• Proper documents for entire career and PF Form 16 Mandatory.