Overview:
Why SoftwareOne?
Are you interested in IT and want to gain experience but also develop your career at a global company? At SoftwareOne we offer you a Junior position in our Growth & Tech team. And the best part - we teach you everything you need to know through our SoftwareOne Academy!
About Academy- Video- https://youtu.be/pPxc5sPKj6c
Job Location: Chennai
Work Mode: On-site (Work from Office)
Shift Requirement: Mandatory rotational shifts (24/7)
Responsibilities:
The Role-
The Service Desk Analyst acts as the first line of support for technical issues and service requests, providing essential intake, triage, and routing services across multiple capability groups. The role is responsible for capturing accurate issue details, ensuring timely routing to resolver teams, and executing defined Level 1 tasks based on SOPs. In addition, the analyst plays a critical part in maintaining service quality by monitoring SLA adherence and escalating potential breaches to team leads.
This position requires excellent communication skills, strong attention to detail, and a customer-focused mindset to help maintain a high standard of IT service delivery.
Key Responsibilities:
* Ticket Triage and Routing:
Review and triage all inbound tickets by collecting necessary issue details and assigning them to the appropriate resolver queues within the defined scope of services.
* Inbound Call Handling:
Receive and process inbound support calls from users, ensuring accurate documentation and ticket creation based on the conversation and issue raised.
* Customer Escalation Management:
Handle ticket escalations from customers in cases of service failures. Ensure that escalations are acknowledged and directed to the appropriate resolver groups in a timely manner.
* SLA Queue Monitoring:
Continuously monitor SLA-based queues and proactively identify tickets that are approaching breach timelines. Notify team leads to enable timely resolution and SLA compliance.
* Execution of L1 SOP Tasks:
Perform basic operational tasks as defined under Level 1 Standard Operating Procedures (SOPs) across various capability groups. These tasks may include routine system checks, report generation, or environment health verifications.
* Coordination with NOC Team:
Although the responsibility of publishing service outage communication has transitioned to the NOC team, the Service Desk Analyst must remain aligned with NOC during outages to ensure internal awareness and timely updates when needed.
Qualifications:
Technical Skills:
* Bachelor's degree (in IT would be preferred
* Experience range: 0 to 6 months of experience
* Desirable working on Azure/AWS/M365 services
* Desirable Qualifications: ITIL Foundation Level certified/Microsoft Azure fundamentals (AZ-900)/Microsoft 365 Fundamentals (MS-900)
Skills & Competencies:
* Strong written and verbal communication skills with a customer-first approach and professionalism under pressure
* Ability to follow documented processes and SOPs with accuracy and consistency
* High attention to detail, especially in documentation and data entry
* Basic understanding of IT systems, ticketing platforms, and support processes
* Proactive, organized, and capable of managing multiple tasks effectively in a fast-paced environment
* Team-oriented mindset with a strong sense of accountability and reliability
* Enthusiastic about working in a structured, process-driven support environment
* Open to learning, continuous improvement, and contributing to a central knowledge base for process efficiency
* Willingness to work rotational shifts, including weekends and holidays, to support 24x7 service operations
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