Service Desk Specialist

Job description

Role: Service Desk Location: Chenna i Experience: 1 to 5 Yea rs Skill Required: International Voice (English), Troubleshooting, Ticketing too **ls. Key Responsibilit** * ies: Pro**vide Level 1 remote desktop su**pport via phone, email, and chat for hardware, software, and network is * sues.Diagnose and resolve incidents within ag**reed SLA time**lines and ticket vol * umes.En**sure First Call Resolution** (FCR) and maintain a**low Average Handling Time**( * AHT).Adher**e to quality stan**dards including voice and accent clarity, and technical monitoring proto * cols.Maintain **high login efficiency and availab**ility to support customer n * eeds.Escalate unresolved issue**s to Level 2/3 support**teams following defined escalation proced * ures.Update and maintain accu**rate wor**klogs and ticket documenta * tion.Contribut**e to knowledge base up**dates and participate in continuous self-develop * ment.Ensure compliance **with regulatory require** ments and inte**rnal company pol**i * cies.Deliv**er a positive customer exper** ience and drive **high Customer Satisfaction (**CSAT) sc * ores.Mini**mize rejected resolu** tions**and reopened**cases through thorough troubleshooting and communica **tion. Required Skills \& Qualifica** * tions: Flue**ncy in**English (spoken and written) is man * datory.1--2 years of experienc**e in a technical support or servi**ce desk envir * onment.Strong knowle**dge of Win** do**ws OS, MS Offic** e Suite,**basic net** workin**g, and remote deskto**p * tools.Familiarit**y with ticketing**systems (Servi * ceNow).Exc**ellent communication and interpersonal** * skills.Ability to w**ork in rotational** shifts and under pr * essure.**Strong problem-** solvi**ng and analytical t**h * inking.Customer-oriented mindset with a fo**cus on service exc**e **llence. Preferred Qualifi** * cations: ITIL Foundation certi * fication.Experience su**pporting multilingual env**i * ronments.Exp**osure to shared** ser**vices or global suppo**r t models.