Service Desk Analyst – International Voice Support

Job Title: Service Desk Analyst – International Voice Support

Location: Chennai

Experience: 2.5 – 5 Years

Shift: Night Shift (Mandatory)

Joining: Immediate Joiners Preferred

Job Summary:

We are looking for a Service Desk Analyst with strong international voice support experience to provide first-level support to end users. The ideal candidate should possess excellent communication skills, experience in handling inbound and outbound calls, ticket management, and user access-related requests while ensuring a high level of customer satisfaction.

Key Responsibilities

• Handle inbound and outbound calls from end users and provide timely support.
• Log, track, update, and resolve incidents and service requests through the ticketing system.
• Manage user access requests, account provisioning, password resets, and related UAM activities.
• Troubleshoot and resolve user queries within defined SLAs.
• Escalate unresolved issues to appropriate support teams and follow up until closure.
• Maintain accurate documentation of incidents, resolutions, and customer interactions.
• Ensure adherence to service desk processes and operational guidelines.
• Deliver a positive customer experience through effective communication and problem-solving.

Required Skills

• 2.5+ years of experience in Service Desk, Helpdesk, Voice Support, or Customer Support roles.
• Strong experience in international voice support.
• Experience handling inbound and outbound calls.
• Experience with ticket management and incident/service request handling.
• Exposure to User Access Management (UAM) activities such as account creation, modification, and password resets.
• Excellent verbal and written communication skills.
• Strong customer service orientation and problem-solving skills.
• Ability to work independently in a fast-paced environment.

Preferred Skills

• Experience with ticketing tools such as ServiceNow, Remedy, Jira, Zendesk, or similar platforms.
• Knowledge of ITIL service management processes.
• Experience supporting global customers.

Mandatory Requirements

• International Voice Support experience.
• Excellent communication skills.
• Willingness to work in Night Shifts.
• Immediate to short notice joiners preferred.