Service desk

Work Locations: Noida
Key Skills Required:
- Excellent communication skills with experience in international voice support
- Hands-on experience in mobility-related applications and desktop/general system issues
- Strong troubleshooting skills in Outlook, VPN, Citrix, and VDI
- In-depth knowledge of MS Office/O365
- Experience in Telecom domain will be an added advantage
Roles & Responsibilities:
A. Key Responsibilities
- Handle escalated calls from L1 team with high efficiency
- Resolve tickets within agreed SLA timelines
- Ensure compliance with quality standards, regulatory requirements, and company policies
- Drive positive customer experience and CSAT through effective resolution and minimal AHT
- Update worklogs and follow escalation protocols
- Manage support queues and work towards timely case closures
B. Additional Responsibilities
- Participate in shift operations and ensure process compliance
- Collaborate with cross-functional teams for issue resolution
- Contribute to knowledge base and process improvements
Certifications:
Certifications in ITIL, Microsoft, Citrix, or Telecom-related domains are preferred but not mandatory.