Role: Service Desk
Location: Chennai & Hyderabad
Experience: 1 to 5 Years
Skill Required: International Voice(English), Troubleshooting, Ticketing tools.
Key Responsibilities:
- Provide Level 1 remote desktop support via phone, email, and chat for hardware, software, and network issues.
- Diagnose and resolve incidents within agreed SLA timelines and ticket volumes.
- Ensure First Call Resolution (FCR) and maintain a low Average Handling Time (AHT).
- Adhere to quality standards including voice and accent clarity, and technical monitoring protocols.
- Maintain high login efficiency and availability to support customer needs.
- Escalate unresolved issues to Level 2/3 support teams following defined escalation procedures.
- Update and maintain accurate worklogs and ticket documentation.
- Contribute to knowledge base updates and participate in continuous self-development.
- Ensure compliance with regulatory requirements and internal company policies.
- Deliver a positive customer experience and drive high Customer Satisfaction (CSAT) scores.
- Minimize rejected resolutions and reopened cases through thorough troubleshooting and communication.
Required Skills & Qualifications:
- Fluency in English (spoken and written) is mandatory.
- 12 years of experience in a technical support or service desk environment.
- Strong knowledge of Windows OS, MS Office Suite, basic networking, and remote desktop tools.
- Familiarity with ticketing systems (ServiceNow).
- Excellent communication and interpersonal skills.
- Ability to work in rotational shifts and under pressure.
- Strong problem-solving and analytical thinking.
- Customer-oriented mindset with a focus on service excellence.
Preferred Qualifications:
- ITIL Foundation certification.
- Experience supporting multilingual environments.
- Exposure to shared services or global support models.
