Company Overview :

Sysmind is a global technology services and consulting firm that specializes in delivering scalable IT solutions, digital transformation, and managed services. Operating across diverse sectors including healthcare, finance, and retail, the company focuses on bridging the gap between complex business requirements and robust technical execution. With a commitment to operational excellence, Sysmind empowers enterprises to optimize their IT infrastructure and streamline workflows through high-impact technical support and system administration expertise.

Role Overview :

As a Service Desk professional based in Chennai, you will serve as the primary point of contact for resolving complex technical incidents and service requests. You will work closely with cross-functional teams and global stakeholders to ensure seamless IT operations, maintaining high availability for critical business systems. By leveraging your technical proficiency, you will directly influence user productivity and system reliability, ensuring that all service delivery meets established ITIL standards and business expectations.

Key Responsibilities :

- Manage and resolve end-user technical issues via ServiceNow to ensure timely ticket closure and adherence to defined Service Level Agreements.

- Administer and troubleshoot Windows Server environments to maintain system stability and performance for internal business operations.

- Configure and manage Office 365 services, including user provisioning, mailbox management, and security settings to support seamless collaboration.

- Execute Active Directory tasks such as user account management, group policy updates, and permission audits to ensure secure access control.

- Diagnose and resolve connectivity issues related to VPN and remote access tools to facilitate secure and uninterrupted remote work environments.

- Document technical resolutions and contribute to the knowledge base to improve self-service capabilities and reduce recurring incident volumes.

- Collaborate with internal IT teams to identify root causes of persistent technical challenges and implement long-term preventive solutions.

Required Skillset :

- Demonstrated expertise in managing IT service workflows using ServiceNow, with a focus on incident, problem, and change management processes.

- Strong technical proficiency in Windows Server administration and Active Directory management, including user lifecycle management and security configurations.

- Proven ability to troubleshoot and resolve complex issues related to Office 365, VPN connectivity, and general hardware/software infrastructure.

- Solid understanding of ITIL frameworks, ensuring all technical support activities align with industry best practices for service delivery.

- Excellent communication skills with the ability to translate technical concepts for non-technical stakeholders and maintain professional documentation.

- Ability to work effectively in a fast-paced, on-site environment in Chennai, demonstrating strong analytical thinking and a proactive approach to problem-solving.

- Minimum of 2 to 5 years of professional experience in a technical support or system administration role within a corporate environment.