Job Summary

To resolve assigned tickets/provide L1 remote desktop support in adherence to agreed SLA and quality standards of the company.

We are looking for Service desk agents (English) to be based out of India for our account. Strong troubleshooting abilities, and proven efficiency in managing high-volume ticket queues.

Troubleshoot and resolve incidents involving desktops, laptops, printers, Outlook, VPN, networks, and other end-user systems

Key Responsibilities

1. To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.

Responsible for providing the first line of telephone technical support for hardware, Operating Systems, sub-systems and/or applications for customers and/or employees • Apply basic diagnostic techniques to identify problems, investigate causes, and recommend solutions to correct common failures. • Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements • Escalates complex problems to the Remote Support Engineering staff or Field Engineering • Maintains call quality and response times as agreed SLAs. • Maintains records of calls and ensures all cases are updated in the system • Support multiple clients through customer service professionalism and insight • A minimum of a bachelor s degree and above or equivalent with English as the primary language 1 to 2 years of experience with IT Service Desk (Tech Support Voice Process) • Excellent verbal and written communication. • Good Knowledge of Operating Systems, Hardware, Networking, and MS Applications Good knowledge of Microsoft Office Suite (Word, Excel, Outlook etc.) • Multitasking and coordination skills Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions • Willingness and ability to work in shifts (24 x 7)

Skill Requirements

Good Communication Skills, Windows , MAC , Incident Management, Service Request. Servicenow

Other Requirements

 Adhere to ITIL processes for managing incidents and service requests. • Escalate unresolved incidents to Level 2/3 support teams in accordance with defined SLAs. • Ensure accurate documentation of tickets, utilize closure templates, and maintain consistent follow-up communication. • Uphold high standards of ticket management and strive to maximize user satisfaction. • Comply with the 3-strike policy for user follow-up. • Collaborate with FSS teams to coordinate onsite support requests when necessary.