Experience: 1 - 4 Years

Location: Noida (Sector 126)

Shifts: 5 days Office & US Shift (5 PM - 2 AM)

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

Service Desk Analyst