Service Desk Specialist

Face-to-Face Walk-in Interview – Weekend Drive (28th Feb 2026)

Requirement Details

Primary

Location:

Chennai (Sholinganallur)

Position Overview (Job Summary):

The L1 & L2 Service Desk Engineer will be responsible for providing first-level technical support through voice-based interactions, mainly handling inbound calls. The role requires troubleshooting of user issues related to Active Directory, RSA tokens, VPN, Citrix, VDI, and basic desktop support. The candidate must ensure timely resolution of tickets, adhere to SLAs, and maintain quality standards while delivering an excellent customer experience.

This is a full-time, onsite position with 24x7 rotational shifts.

Primary

Skills:

- International Voice-Based Service Desk Support
- Ticketing Tools (preferably Service Now)
- Active Directory
- RSA Token
- Troubleshooting VPN, Citrix, VDI issues
- Remote Desktop Support

Secondary

Skills:

- Basic MS Office proficiency
- Ability to interact with users through phone, email, IM
- Understanding of escalation and incident management processes

Experience:

0.6 years – 4.5 years

Role and Responsibilities:

A.

Key Responsibilities

- Handle inbound calls (approximately 90% of workload) and provide first-level support
- Ensure high login availability and meet customer support expectations
- Diagnose and resolve issues through user interaction, log analysis, research, and troubleshooting
- Deliver L1 remote desktop support as per defined SOPs
- Resolve tickets within defined SLAs for volume and turnaround time
- Maintain compliance with quality standards—voice, accent, technical monitoring, and regulatory norms
- Assign incidents or work orders to relevant support teams and drive them to closure
- Respond to user queries via phone, email, instant messaging, and ticketing tools
- Maintain accurate work logs
- Follow escalation protocols and process guidelines
- Ensure positive customer experience by improving First Call Resolution, minimizing AHT, and reducing reopen/rejection rates

B. Additional Responsibilities

- Support continuous process improvements
- Adhere to company policies and operational standards
- Contribute to team performance and service excellence

Educational

Qualification:

Any Graduation

Certifications:

(Not explicitly required, but the following would be beneficial)

- ITIL Foundation (Optional)
- Service Now Basics (Optional)