Service Desk Specialist Job at Exasol (Chennai)

Job Description

We are looking for a Service Desk Specialist to strengthen our global IT Service Desk team. This role sits within 1st Level Support, but we are specifically looking for an experienced professional who can independently resolve complex technical issues, take ownership of critical incidents, and actively contribute to service improvements and automation initiatives. As a key member of our global IT organization, you will act as a Single Point of Contact (SPOC) for internal users worldwide, while also providing hands-on IT support for the Chennai office.

Job Responsibility

Provide advanced 1st Level IT support to internal users across multiple global locations, with primary on-site and operational focus on the Chennai office
Act as Single Point of Contact (in rotation) for all incoming IT requests and incidents
Independently analyze and resolve complex technical issues across endpoints, operating systems, and client infrastructure
Manage and process incidents, service requests, and standard changes in accordance with ITIL practices
Take ownership of escalated or business-critical tickets within the Service Desk scope
Provide hands-on IT support and coordination for the Chennai hub
Perform technical onboarding and offboarding (account provisioning, access management, workstation setup)
Install, configure, and maintain laptops, smartphones, monitors, and accessories
Maintain accurate asset documentation in the configuration management database (CMDB)
Support and continuously improve endpoint management processes (Windows, macOS, MDM solutions – especially Microsoft Intune)
Support lifecycle management of hardware, software, and licenses
Contribute to knowledge base articles, SOPs, and continuous service improvement initiatives
Collaborate closely with internal IT teams (Infrastructure, Security, Applications)
Develop and maintain PowerShell scripts to automate recurring administrative and support tasks

Requirements

8+ years of experience in enterprise IT support (Service Desk or comparable role)
Strong troubleshooting expertise in: Windows operating systems
Enterprise client hardware environments
Basic networking concepts (DNS, DHCP, VPN, TCP/IP fundamentals)
Solid working knowledge and troubleshooting capability in: macOS
Linux
Mandatory experience with: Microsoft Intune (endpoint management and device compliance)
Ticketing systems (e.g. Jira, ServiceNow, or similar)
Identity & Access Management (Azure AD / Entra ID, Active Directory, SSO concepts)
IT asset and license management
Proven experience in PowerShell scripting and automation
Solid understanding of enterprise IT service management processes (ITIL)
Ability to work independently, prioritize effectively, and make sound technical decisions
Experience handling high-impact incidents with ownership and accountability
Strong documentation and process-oriented mindset
Degree in Computer Science, Information Systems, or equivalent professional experience
Independent, structured, and reliable working style
High level of accuracy, especially in change management and asset tracking
Strong communication skills in English (written and spoken)
Service-oriented mindset with a proactive and solution-driven attitude
A professional, friendly, and respectful demeanor in dealing with users at all times — including in challenging or high-pressure situations
Experience working in an international or multicultural environment

Nice to have

ITIL certification
Microsoft, CompTIA, or comparable certifications
Experience in automation beyond PowerShell
Experience working in global IT organizations

What we offer

Competitive compensation
A structured onboarding program and hands-on mentorship
Opportunities to develop technical expertise in modern IT infrastructure and automation
Exposure to a global technology environment
The opportunity to grow within a fast-paced and collaborative international team

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Service Desk Specialist

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