Service Desk Specialist

Role: Service Desk

Location: Chenna

i
Experience: 1 to 5 Yea

rs
Skill Required: International Voice (English), Troubleshooting, Ticketing too

ls.
Key Responsibilit

• ies:
  Provide Level 1 remote desktop support via phone, email, and chat for hardware, software, and network is
• sues.Diagnose and resolve incidents within agreed SLA timelines and ticket vol
• umes.Ensure First Call Resolution (FCR) and maintain a low Average Handling Time (
• AHT).Adhere to quality standards including voice and accent clarity, and technical monitoring proto
• cols.Maintain high login efficiency and availability to support customer n
• eeds.Escalate unresolved issues to Level 2/3 support teams following defined escalation proced
• ures.Update and maintain accurate worklogs and ticket documenta
• tion.Contribute to knowledge base updates and participate in continuous self-develop
• ment.Ensure compliance with regulatory requirements and internal company poli
• cies.Deliver a positive customer experience and drive high Customer Satisfaction (CSAT) sc
• ores.Minimize rejected resolutions and reopened cases through thorough troubleshooting and communica

tion.
Required Skills & Qualifica

• tions:
  Fluency in English (spoken and written) is man
• datory.1–2 years of experience in a technical support or service desk envir
• onment.Strong knowledge of Windows OS, MS Office Suite, basic networking, and remote desktop
• tools.Familiarity with ticketing systems (Servi
• ceNow).Excellent communication and interpersonal
• skills.Ability to work in rotational shifts and under pr
• essure.Strong problem-solving and analytical th
• inking.Customer-oriented mindset with a focus on service exce

llence.
Preferred Qualifi

• cations:
  ITIL Foundation certi
• fication.Experience supporting multilingual envi
• ronments.Exposure to shared services or global suppor

t models.
Skills Required
Troubleshooting, International Voice, English