More jobs:
Job Description & How to Apply Below
Position Overview (Job Summary):
Service Desk
The L1 Service Desk Analyst is responsible for delivering first‑level technical support through voice and ticket-based interactions. The role involves troubleshooting user issues, managing inbound support calls, working with ticketing tools, and ensuring adherence to SLAs, quality standards, and operational processes. This is a customer‑facing role requiring strong communication skills, technical aptitude, and the ability to work in 24x7 rotational shifts.
Mandatory/Primary
Skills:
Prior experience in International Voice-based Service Desk Support
Strong communication skills and comfort in a call support environment
Proficiency in Service Now or similar ticketing tools
Knowledge of Active Directory and RSA Token management
Troubleshooting skills in VPN, Citrix, and VDI
Basic proficiency in MS Office applications
Secondary
Skills:
Basic remote desktop support skills
Ability to analyze logs and conduct preliminary troubleshooting
Knowledge of escalation procedures and process compliance
Sub Band with Experience Details:
E1.2 —
Experience:
0.6 years to 3 years
Role and Responsibilities (As per band):
Key Responsibilities:
Ensure high login efficiency and availability to meet customer support requirements
Handle and resolve tickets within agreed SLAs for volume and turnaround time
Manage inbound voice calls , representing approximately 90% of daily tasks
Provide First Call Resolution (FCR) and work toward minimal AHT and reduced reopen/rejection rates
Deliver Level 1 remote desktop support following defined SOPs
Diagnose and resolve issues through user interaction, log analysis, and research
Respond to user queries via phone, email, instant messaging, and ticketing systems
Assign incidents/work orders to the appropriate support teams and follow through to closure
Maintain compliance with voice and technical quality standards, regulatory norms, and organizational policies
Additional Responsibilities:
Maintain accurate work logs and documentation
Follow escalation protocols and ensure timely updates to customers
Contribute to customer satisfaction through professional communication and problem-solving
Educational
Qualification:
Any Graduation
Note that applications are not being accepted from your jurisdiction for this job currently via this jobsite. Candidate preferences are the decision of the Employer or Recruiting Agent, and are controlled by them alone.
To Search, View & Apply for jobs on this site that accept applications from your location or country, tap here to make a Search:
To Search, View & Apply for jobs on this site that accept applications from your location or country, tap here to make a Search:
Search for further Jobs Here:
×