Position Overview (Job Summary):

This role requires an experienced Service Desk professional capable of handling escalated calls, resolving complex issues, managing service requests, and providing advanced troubleshooting for Outlook, O365, Citrix, VDI, VPN, and user account management.

Primary Skills:

Strong experience in international voice-based Service Desk support
Proficiency in ServiceNow or similar ITSM tools
Strong troubleshooting expertise in:
Outlook
VPN
Citrix
VDI
Advanced knowledge of MS Office & O365

Secondary Skills:

Basic network troubleshooting
PC software evaluation and configuration
Ability to assist in training or documentation
Queue management & SLA awareness

Experience:

1years – 5 years

Role and Responsibilities:

A. Key Responsibilities

Handle and resolve escalated calls from L1 support
Manage high volume of inbound calls (90% of daily work)
Diagnose issues through user interaction, log analysis, and research
Perform user account management and escalate complex cases
Provide remote desktop support as per SOPs
Document incidents and service requests in Incident Management System
Troubleshoot software, O365, and basic network issues
Evaluate and configure PC-based applications
Ensure SLA compliance for volume and turnaround time
Deliver high-quality customer experience through effective resolution

B. Additional Responsibilities

Support queue management and ticket backlog reduction
Assist in training users or contributing to SOP/training documentation
Maintain compliance with quality and regulatory guidelines
Ensure accurate and complete worklog updates
Work proactively to reduce reopen/rejection rates

Educational Qualification:

Any Graduation

Certifications (Preferred):

ITIL Foundation
Microsoft 365 (MS-900 / MS-100 / MS-101)
Basic networking or desktop support certifications (optional)

Service Desk Specialist