Service Desk Specialist

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

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

ServiceNow

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