Service Desk Agent

Job Description

Position Overview The Help Desk Support Specialist will provide first-level IT support with a focus on international voice support. The role involves troubleshooting technical issues, handling escalations, and ensuring seamless communication with global customers. The position requires candidates to operate in a 24x7 shift from the Infosys Bangalore office. Key Responsibilities Technical Support Handle Tier 1 help desk queries through the internal ticketing system and international voice calls. Troubleshoot basic IT issues, including password resets, file/folder access, Windows administration, and internet connectivity. Escalate complex issues to Tier 2 support or relevant IT specialists. Customer Interaction Provide exceptional customer service to global users via voice, email, and chat. Communicate technical solutions clearly to users with varying technical knowledge levels. Ensure adherence to service level agreements (SLAs) and maintain high customer satisfaction. Documentation and Compliance Document all troubleshooting steps and create knowledgebase articles for common issues. Ensure compliance with IT policies, including password management and data protection. Maintain records of tickets and follow documentation standards for IT operations. Operational Efficiency Minimize downtime impact on users by efficiently resolving issues and maintaining clear communication during unscheduled downtimes. Support continuous improvement by identifying trends in recurring issues and suggesting proactive solutions. Team Collaboration Interact regularly with IT management for updates on operational activities. Collaborate with team members to assess support needs and improve processes. Requirements Experience and Skills 3–4 years of experience in customer service or a help desk environment, with international voice support experience. Strong command of English and excellent verbal and written communication skills. Hands-on experience with IT troubleshooting in areas such as password management, Windows administration, and basic networking. Familiarity with ticketing systems and standard IT operating procedures. Attributes Ability to work in 24x7 shifts, including weekends and holidays. Strong problem-solving and multitasking skills. Customer-oriented approach with the ability to manage high-pressure situations effectively. Show more Show less