Service Desk Associate

Service Desk Associate

Service Desk Associate

Location : Mumbai

Experience : 4 years to 10years

Interview Mode : Online Drive

Interview Date : 26th June 2025 (Thursday)

Interview Time : 3 : 00 PM to 5 : 00 PM

Must Have :

Queue Management – Timely case acceptance & acknowledgement, categorization, resolution and reassignment

Search the knowledge base for incident resolution procedure

Ensure that all support tickets are updated with the correct and complete information

Own incident resolution at all times and keep user informed of status

Provide ETA for delayed streams / Process

Analyze and troubleshoot a wide range of queries via phone or chat

Escalate the incident to next line of support in case procedure does not exist; or application of procedure does not resolve incident

Walk the customer to the problem solving process

Maintain ownership of Incidents till closure, ensuring status update and resolution according to SLAs / KPIs

Knowledge Sharing / Cross Training of applications

Experience in Application support would be an add-on.

Experience in Technical or Semi Technical voice process would be an added advantage.

Maintain interaction quality and adhere to Call Quality standards such as :

o Initial greeting & Customer acknowledgment

o Use of courteous statements, Displayed empathy

o Listening effectively

o Quality of voice tone and pitch including rate of speech

o Effective probing questions

o Use of positive words

o Ending of call - additional help / thanked

o Call resolution / outcome

o Overall professionalism and call satisfaction

Proven experience as a helpdesk technician or other customer support role

Ability to clearly communicate in English, both written and verbal

Ability to diagnose and resolve basic technical issues

Ability to learn and apply technical and industry-specific information into troubleshooting

Aptitude to identify problems, research and analyze the situation, and make appropriate recommendations / decisions

Ability to multi-task in a fast paced environment with great attention to detail and strong organizational skills

Ability to listen, think, and type at the same time

Must be a self-starter and have the ability to prioritize workload within an assigned schedule

Knowledge of L1 / 1.5 technical services

Worked on various ticketing tools like Jira, SNOW, HP

Understand the ITIL Framework and related IT Governance.

Knowledge on Active Directory and exchange server administration

Operating Systems : Microsoft Windows (7, 10)

Knowledge of troubleshooting OS issues, virus, malware and other issues in windows environment.

Roles & Responsibilities :

Handling IT incidents and requests received.

Incident logging using the Service-Now, HPSM and Tieto Ticketing Tool and managing and prioritizing workload.

Handling Escalation matrix between support teams.

Creating Knowledge Articles for troubleshooting

15 years of Full time Education