Service Desk Specialist

Face-to-Face Walk-in Interview Weekend Drive (28th Feb 2026)

Position Overview (Job Summary): Service Desk

The L1 Service Desk Analyst is responsible for delivering firstlevel technical support through voice and ticket-based interactions. The role involves troubleshooting user issues, managing inbound support calls, working with ticketing tools, and ensuring adherence to SLAs, quality standards, and operational processes. This is a customerfacing role requiring strong communication skills, technical aptitude, and the ability to work in 24x7 rotational shifts.

Mandatory/Primary Skills:

• Prior experience in International Voice-based Service Desk Support
• Strong communication skills and comfort in a call support environment
• Proficiency in ServiceNow or similar ticketing tools
• Knowledge of Active Directory and RSA Token management
• Troubleshooting skills in VPN, Citrix, and VDI
• Basic proficiency in MS Office applications

Secondary Skills:

• Basic remote desktop support skills
• Ability to analyze logs and conduct preliminary troubleshooting
• Knowledge of escalation procedures and process compliance

Sub Band with Experience Details:

E1.2 Experience: 0.6 years to 3 years

Role and Responsibilities (As per band):

Key Responsibilities:

• Ensure high login efficiency and availability to meet customer support requirements
• Handle and resolve tickets within agreed SLAs for volume and turnaround time
• Manage inbound voice calls, representing approximately 90% of daily tasks
• Provide First Call Resolution (FCR) and work toward minimal AHT and reduced reopen/rejection rates
• Deliver Level 1 remote desktop support following defined SOPs
• Diagnose and resolve issues through user interaction, log analysis, and research
• Respond to user queries via phone, email, instant messaging, and ticketing systems
• Assign incidents/work orders to the appropriate support teams and follow through to closure
• Maintain compliance with voice and technical quality standards, regulatory norms, and organizational policies

Additional Responsibilities:

• Maintain accurate work logs and documentation
• Follow escalation protocols and ensure timely updates to customers
• Contribute to customer satisfaction through professional communication and problem-solving

Educational Qualification:

Any Graduation