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Adecco India
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International Service desk

International Service desk

Adecco India

1 - 6 years

2 - 4 Lacs

bengaluru

Posted:2 weeks ago| Platform:

Apply

Skills Required

service desk snow servicenow ticketing tools incident management itil active directory

Work Mode

Work from Office

Job Type

Full Time

Job Description

Urgent Hiring for Service Desk- If interested share CV mohini.sharma@adecco.com

OR Call 9740521948

Job Title:

Location:

Role Overview

The Global Service Desk Voice Process Executive is responsible for providing first-line support to international clients via voice calls. The role involves troubleshooting technical issues, resolving service requests, and ensuring high levels of customer satisfaction.

Key Responsibilities:

Handle inbound and outbound voice calls from global customers.
Provide Level 1 and Level 2 support for desktop, mobility, and application-related issues.
Troubleshoot problems related to Outlook, VPN, Citrix, VDI, and other enterprise tools.
Escalate unresolved issues to higher support levels as per SLA guidelines.
Maintain detailed logs of customer interactions and resolutions.
Ensure compliance with voice and accent quality standards, company policies, and regulatory requirements.
Meet performance metrics such as CSAT, AHT (Average Handling Time), and resolution rate.
Collaborate with cross-functional teams to improve service delivery.

Required Skills & Competencies:

Excellent verbal communication skills with a neutral accent.
Strong problem-solving and analytical abilities.
Experience with ticketing tools and CRM platforms.
Familiarity with ITIL processes and service desk operations.
Ability to work in rotational shifts and handle pressure.

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