Service Desk Support - International Voice Support - WALKIN DRIVE - 28th March 2026

Hustek Business Solutions

Cochin / Kochi / Ernakulam

1-6 Years

3 - 7 LPA

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Posted 21 days ago
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Job Description

Education Any Graduation

Location Kochin

Shift: 24x7 Rotational Shifts, 5 days work from Office

Key Skills & Requirements:

Prior experience in voice-based(International Voice Support) Service Desk support
Comfortable working in a call support environment
Proficient with ticketing tools (preferably ServiceNow)
Working knowledge of Active Directory and RSA Token
Experience in troubleshooting VPN, Citrix, and VDI-related issues
Basic proficiency in MS Office applications

Roles & Responsibilities:

Ensure high login efficiency and availability to support customer needs
Handle and resolve tickets within defined SLAs for volume and turnaround time
Manage inbound calls, which constitute approximately 90% of daily tasks
Maintain compliance with quality standards (voice, accent, technical monitoring), regulatory norms, and company policies
Respond to user queries via phone, email, instant messaging, and ticketing systems
Assign incidents/work orders to relevant support teams and follow through to closure
Diagnosing and resolving issues through user interaction, log analysis, research, and troubleshooting
Deliver Level 1 remote desktop support and execute tasks as per SOPs
Drive positive customer experience and satisfaction through First Call Resolution, minimal AHT, and reduced reopen/rejection rates
Update work logs accurately and adhere to escalation protocols and process guidelines

Spotlight

Office cab/shuttle, Health & insurance

Education

Bachelor Of Technology (B.Tech/B.E), Bachelor of Dental Surgery (B.D.S), Bachelor of Homeopathic Medicine and Surgery (BHMS), Bachelor of Science (B.Sc), Bachelors of Law (B.L/L.L.B), Bachelor in General Studies (BGS), Bachelor of Arts (B.A), Bachelor of Applied Science (BAS), Bachelor of Education (B.Ed), Bachelor of Ayurvedic Medicine and Surgery (BAMS), Bachelor of Business Administration (B.B.A), Bachelor of Interdisciplinary Studies, Bachelor of Commerce (B.Com), Bachelor in Hotel Management (B.H.M), Bachelor of Architecture (B.Arch), Bachelor Of Pharmacy (B.Pharm), Bachelor of Music Education (B.M.E.), Bachelor of Social Work (B.S.W), MBBS, Bachelor of Health Science, Bachelor Of Computer Application (B.C.A), Bachelor of Liberal Arts (BLA/ALB), Bachelor of Music, Master in Landscape Architecture, Doctor of Ministry, Doctor of Psychology (Psy. D./D. Psych.), Master of Professional Accountancy (MPA), Master of Health Science (MHSc)