Service desk analyst

Requirement Details
Primary Location:
Trivandrum
Position Overview (Job Summary):
Level 1 Service Desk Analyst responsible for providing international voice-based support, handling inbound calls, resolving technical issues, and ensuring compliance with SLAs and quality standards in a 24x7 rotational shift environment.
Primary Skills:
- International Voice Support experience
- Proficiency with ticketing tools (preferably Service Now)
- Working knowledge of Active Directory and RSA Token
- Troubleshooting VPN, Citrix, and VDI-related issues
Secondary Skills:
- Basic proficiency in MS Office applications
- Familiarity with remote desktop support processes
Experience:
0.6 years – 4 years
Role and Responsibilities:
A. Key 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 (approx. 90% of daily tasks)
- 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
- Diagnose and resolve 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 through First Call Resolution, minimal AHT, and reduced reopen/rejection rates
- Update work logs accurately and adhere to escalation protocols and process guidelines
B. Additional Responsibilities
- Maintain compliance with quality standards (voice, accent, technical monitoring), regulatory norms, and company policies
Educational Qualification:
Any Graduation
Certifications:
(Not explicitly mentioned; ITIL Foundation or similar would be an added advantage)