Service Desk Specialist - English, Microsoft Windows

Job description:

Job Summary
This role delivers advanced technical support for Windows environments, utilizing both English language proficiency to resolve complex incidents and address customer needs. The individual ensures high service quality by conducting in-depth troubleshooting, root cause analysis, and contributing to continuous improvement of support processes. They play a key role in enhancing operational efficiency and maintaining a strong security posture.
Required Experience  – 0.6 months  - 7 years
Education – Any Graduation
Location – Trivandrum

Shift: 24x7 Rotational Shifts
Key

Skills & Requirements:

Prior experience in voice-based Service Desk support
Comfortable working in a call support environment
Proficient with ticketing tools (preferably Service Now)
Working knowledge of Active Directory and RSA Token
Experience in troubleshooting VPN, Citrix, and VDI-related issues
Basic proficiency in MS Office applications

Roles & Responsibilities :
Ensure high login efficiency and availability to support customer needs
Handle and resolve tickets within defined SLAs for volume and turnaround time
Manage inbound calls, which constitute approximately 90% of daily tasks
Maintain compliance with quality standards (voice, accent, technical monitoring), regulatory norms, and company policies
Respond to user queries via phone, email, instant messaging, and ticketing systems
Assign incidents/work orders to relevant support teams and follow through to closure
Diagnosing and resolving issues through user interaction, log analysis, research, and troubleshooting
Deliver Level 1 remote desktop support and execute tasks as per SOPs
Drive positive customer experience and satisfaction through First Call Resolution, minimal AHT, and reduced reopen/rejection rates
Update work logs accurately and adhere to escalation protocols and process guidelines