Service Desk Specialist

Location – Noida

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

Position Overview (Job Summary):

The L1& L2 Service Desk Engineer will provide frontline technical support through voice and ticket-based channels for global customers. The role requires handling inbound calls, resolving basic technical issues, managing user access needs, and ensuring high-quality customer experience within defined SLAs.

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 Service Now)

• 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

• 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.

If You are Interested, please share your updated resume through mail-