Sr Analyst Service Desk (L2 Support)

IKS Health Limited.; Chennai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

IKS Health Limited. is seeking an experienced L2 Desktop Support professional in Chennai to troubleshoot Windows 10/11, endpoints, and network issues, while providing voice-based support to US clients.

You will manage AD/Entra ID, Exchange, M365, and SCCM/MECM, and mentor L1 analysts in escalation procedures. Role involves ITIL-based incident management, SLA tracking, and detailed documentation in the ticketing system.

Qualifications

• 7+ years in enterprise desktop support or IT service desk.
• Hands-on with Windows 10/11, hardware, software, and network.
• Working knowledge of AD, Entra ID/Azure AD, Exchange, M365, SCCM/MECM, Intune.
• Experience providing voice-based support to US end users.
• Experience with ticketing tools, incident management, and ITIL basics.
• Strong communication and documentation skills.
• Ability to guide L1 analysts and manage escalations.

Responsibilities

• Troubleshoot and resolve L2 issues on Windows/desktops/laptops.
• Support AD, Entra ID/Azure AD, Exchange, M365, SCCM/MECM, Intune.
• Diagnose identity, access, and endpoint management problems.
• Own aged/escalated tickets, monitor progress, ensure SLA compliance.
• Document steps, actions, and resolutions in ticketing system.
• Coach L1 analysts in troubleshooting and escalation procedures.
• Follow ITIL incident management and ensure service quality.
• Provide voice-based remote support to US end users.
• Collaborate with technical teams to minimize business disruption.

Skills

Windows 10/11

Troubleshooting

Active Directory

Azure AD / Entra ID

Exchange Admin

Microsoft 365

SCCM / MECM

Intune

Voice-based support

ITIL fundamentals

Ticketing tools

Documentation

Networking basics

RDP/VDI

Citrix

Azure Virtual Desktop (AVD)

VPN/DNS/TCP-IP

Tools

Citrix

Azure Virtual Desktop (AVD)

RDP

VPN

DNS

TCP/IP

Job description

Role & responsibilities

• Troubleshoot and resolve L2 issues related to Windows 10/11, desktop and laptop hardware, software, network connectivity, and mobile devices.
• Provide technical support for Active Directory, Microsoft Entra ID/Azure AD, Exchange administration, Microsoft 365, SCCM/MECM, and Intune.
• Diagnose and resolve identity, access, productivity application, endpoint management, and remote‑access issues.
• Take ownership of aged and escalated tickets, monitor progress, provide timely user updates, and ensure SLA compliance.
• Document troubleshooting steps, diagnostics, actions taken, and resolutions accurately in the ticketing system.
• Assist and coach L1 analysts in troubleshooting, ticket handling, and appropriate escalation procedures.
• Follow ITIL-based incident management processes and maintain ticket quality and service delivery standards.
• Provide professional voice‑based and remote technical support to US‑based end users.
• Collaborate with relevant technical teams to resolve complex incidents and minimize business disruption.

Preferred candidate profile

• 7+ years of experience in enterprise desktop support, IT service desk, or L2 technical support.
• Strong hands‑on troubleshooting experience with Windows 10/11, hardware, software, and network connectivity.
• Working knowledge of Active Directory, Microsoft Entra ID/Azure AD, Exchange administration, Microsoft 365, SCCM/MECM, and Intune.
• Prior experience providing voice‑based technical support to US‑based end users is required.
• Experience with enterprise ticketing tools, incident management, SLA tracking, and ITIL fundamentals.
• Strong communication, problem‑solving, customer service, ticket ownership, and documentation skills.
• Ability to guide L1 analysts and manage escalated incidents independently.
• Knowledge of Citrix, Azure Virtual Desktop (AVD), RDP/VDI, and networking fundamentals, including DNS, VPN, and TCP/IP, will be an added advantage.

Note:

This is a work from office in Chennai (In DLF IT Park Manapakkam). 5 days working in office

This will be rotational working hours (6am, 11am and 5:30pm)

Exp in Supporting US Client is Mandatory