Service Desk

Position Overview (Job Summary):

This role requires an experienced Service Desk professional capable of handling escalated calls, resolving complex issues, managing service requests, and providing advanced troubleshooting for Outlook, O365, Citrix, VDI, VPN, and user account management.

Primary Skills:

• Strong experience in international voice-based Service Desk support
• Proficiency in ServiceNow or similar ITSM tools
• Strong troubleshooting expertise in:
• Outlook
• VPN
• Citrix
• VDI
• Advanced knowledge of MS Office & O365

Secondary Skills:

• Basic network troubleshooting
• PC software evaluation and configuration
• Ability to assist in training or documentation
• Queue management & SLA awareness

Experience:

1years – 5 years

Role and Responsibilities:

A. Key Responsibilities

• Handle and resolve escalated calls from L1 support
• Manage high volume of inbound calls (~90% of daily work)
• Diagnose issues through user interaction, log analysis, and research
• Perform user account management and escalate complex cases
• Provide remote desktop support as per SOPs
• Document incidents and service requests in Incident Management System
• Troubleshoot software, O365, and basic network issues
• Evaluate and configure PC-based applications
• Ensure SLA compliance for volume and turnaround time
• Deliver high-quality customer experience through effective resolution

B. Additional Responsibilities

• Support queue management and ticket backlog reduction
• Assist in training users or contributing to SOP/training documentation
• Maintain compliance with quality and regulatory guidelines
• Ensure accurate and complete worklog updates
• Work proactively to reduce reopen/rejection rates

Educational Qualification:

Any Graduation

Certifications (Preferred):

• ITIL Foundation
• Microsoft 365 (MS-900 / MS-100 / MS-101)
• Basic networking or desktop support certifications (optional)