IT Help desk - Sr Process Executive

Golden Opportunities; Chennai District; On-site; INR 350,000 - 500,000; Full time

Job summary

Golden Opportunities in Chennai is hiring for an IT Help desk - Sr Process Executive to support enterprise applications in a 24x7 operating environment from our office in Chennai.

The role requires 1.5 to 4 years of international technical voice process experience, proficiency with ServiceNow and ticketing tools, and strong English communication. Candidate must be willing to work fixed shifts on-site.

Qualifications

• Minimum 1.5–4 years of international technical voice process experience.
• Experience with ServiceNow or equivalent ticketing systems.
• Strong English communication and customer-centric approach.
• Willing to work in a 24x7 shift environment.

Responsibilities

• Provide 24x7 technical and functional support for enterprise applications.
• Resolve incidents and service requests with timely SLAs.
• Collaborate with product and engineering teams to troubleshoot issues.
• Maintain knowledge base and improve support processes.

Skills

Technical troubleshooting

Operating systems

Networking basics

Education

Any degree

Tools

ServiceNow

DevOps ADO

Ticketing systems

Job description

Job Details

Job Title: IT Help desk - Sr Process Executive

Job Location: Chennai

Work Model: Work from office

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

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, engage, 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

Additional Requirements

Proper documents for entire career and PF Form 16 Mandatory