Service Desk Specialist

Requirement Details

Primary Location: Noida , Chennai

Position Overview (Job Summary):

Support Engineer will handle escalated technical issues primarily through voice-based international support. The role involves managing high-volume inbound calls, resolving incidents within defined SLAs, troubleshooting Outlook, VPN, Citrix, and VDI issues, and providing advanced support across MS Office/Office 365. The position requires strong technical, communication, and customer service skills while working in 24x7 rotational shifts.

Primary Skills:

• Experience in International Voice Support / Service Desk (Voice-based)
• Proficiency in ticketing tools (preferably ServiceNow)
• Strong troubleshooting skills in:
• Outlook
• VPN
• Citrix
• VDI
• Advanced knowledge of MS Office and Office 365
• Incident management & SLA adherence

Secondary Skills:

• Basic network troubleshooting
• Remote desktop support
• User account management
• Knowledge of PC-based software configuration
• Experience handling multi-channel support (phone, email, chat)

Experience:

1-3 Years

Role and Responsibilities

A. Key Responsibilities:

• Manage and resolve escalated calls from L1 support
• Handle approx. 90% inbound user calls daily
• Troubleshoot and resolve technical issues through user interaction, log analysis, and research
• Provide Level 1 remote desktop support
• Manage user accounts and escalate complex issues to relevant teams
• Resolve Outlook, VPN, Citrix, and VDI-related incidents
• Ensure all incidents are handled within SLA timelines
• Assign tickets to appropriate resolver teams and follow up until closure
• Respond to queries via phone, email, IM, and ticketing tools
• Maintain accurate logs and compliance standards
• Drive CSAT through effective resolutions and reduced AHT/reopen rates

B. Additional Responsibilities:

• Assist in user training or documentation of training procedures
• Evaluate and configure PC-based applications (Word, Excel, email clients, etc.)
• Troubleshoot client-side software issues and basic connectivity problems
• Follow escalation protocols and queue management best practices
• Adhere to quality standards (voice, accent, technical monitoring) and company policies

Educational Qualification:

Any Graduation