2532 Service Desk Jobs - Page 21

Urgent Hiring for Service Desk- If interested share CV mohini.sharma@adecco.com OR Call 9740521948 Job Title: Global Service Desk Voice Process Location: Bangalore Job Type: Full-Time | Rotational Shifts Experience Required: 6 months2 years in voice-based technical support or service desk roles 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.

Service Desk Voice based technical support experience in a global environment Basic technical knowledge of Desktop/Laptop and Mac Basic Knowledge on Citrix, AD, Group Policy, VM, DNS, DHCP, SCCM, WDS, Bitlocker. Knowledge of Exchange/ O365, Lync troubleshooting, Internet and Networking, Abilities to perform software installations and troubleshooting. Able to work under pressure to resolve issues affecting production services coordinating multiple teams. Excellent analytical, problem-solving and multi-tasking skills. Technical knowledge of different client operating systems. Should have worked on any ticketing tool and should be able to work within SLA's Good verbal and written communication skills Experience with creating process, procedures, and documentation relating to incident management or systems operations. Good process Knowledge on ITIL. The willingness to work in a 24*7 environment."

Hiring for Technical Support Executive for International BPO - Semi Voice Process 5 Days Working Rotational Shift Salary 4 lpa to 8 lpa Job Location - Pune, Thane, Gurgaon, Hyderabad, Bangalore Required Candidate profile 1 Year of experience in Tech Support - International Voice & Blended Process Hardware /O365/Cloud Server/Azure /Active Directory CV - tscv2708@gmail.com HR Fizza - 8400757681

Skill required: Chat - Service Desk Non-Voice Support Designation: Customer Contact Comms Analyst Qualifications: Any Graduation Years of Experience: 3 to 5 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.Candidate who is good in email and chat process, who is good in typing is what is preferred hereRecording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web and chat. What are we looking for Responsible for assisting agents in providing exceptional customer service by resolving customer concerns, issues, requests, and queries according to the scope of work and service level requirements. Comfortable with handing the end to end customer journey, including having multiple skills to handle various types of customer queries, intents, and complexities Maintaining positive customer relationships and ensuring proper documentation, high quality and compliance, notification, escalation, tracking, and follow-up of all incidents focusing on customer contact Sharing expertise with agents via huddles, mentorship, feedback, coaching, process knowledge tests/assessments, calibrations, and floorwalking guidance to improve performance and processes. Handle and investigate customer complaints/escalations, identify and raise process gaps and improvements.Assist agents with customer request/problem identification, resolution, and escalations. Provides and follows defined procedures to accurately resolve issues/concerns. Performs incident notification and escalation to ensure problems/requests/issues are communicated effectively and receive proper management attention. Acquires and shares information expertise, direction, and goals required for the team to be successful via huddles, mentorship, feedback, coaching, process knowledge tests/assessments, calibrations, and floorwalking guidance to improve performance, customer interactions, and processes. Act as the primary knowledge resource for a product/service and use this knowledge to raise process and/or procedure improvement opportunities to supervisor/team lead. Roles and Responsibilities: In this role you are required to do analysis and solving of lower-complexity problems Your day to day interaction is with peers within Accenture before updating supervisors In this role you may have limited exposure with clients and/or Accenture management You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments The decisions you make impact your own work and may impact the work of others You will be an individual contributor as a part of a team, with a focused scope of work Please note that this role may require you to work in rotational shifts Qualification Any Graduation

About The Role Skill required: Voice - Service Desk Voice Support Designation: Customer Service Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do Provide high quality Tier 1 Customer Support service to Customers with complete focus on 100% issue resolution and 100% customer satisfaction.Adhere to Client defined as well as internally defined processes and procedures while handling Inbound calls emails & chatsFollow standard procedures for proper escalation of unresolved issues to the appropriate internal teamsStrive and achieve SLA target and business outcome indicators defined by the clientLooking for a candidate who is good in communication and has good knowledge on metrics of Customer SupportRecording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions. What are we looking for Provide recruitment and onboarding support to new employeesUpdating personal records (Address, Name, emergency contact details) of the employeesHelping employees process their timesheets, updating payroll records and answering paystub related questions thus ensuring that employees are compensated correctly and on time.Helping employees obtain their verification of employmentHelping hiring managers in the recruitment processManage employee grievance queriesAdminister or change benefits, health plans, retirement plans, etc. Prior international BPO work experience preferredFreshers acceptableNon-BPO work experience would be irrelevantAbility to demonstrate an efficient use of customer service technologies to complete a customer transaction using Ticket Tracking System (Service Now preferred), ERP systems, Microsoft Office Suite, and Internet ExplorerGood technical aptitude with an ability to learn quicklyExcellent verbal and written communication skillsTyping speed 50 words per minute Roles and Responsibilities: Receive inbound Calls/Emails/Chats and ensure that cases and interactions are logged correctly in the ticketing toolWalk customers/ Provide navigational support on self service portalEnsure security verifications are carried out per company policies and procedures and is lines with the GDPR guidelinesPlace outbound calls to customers when required in line with Client / Company guidelinesWork productively whilst maintaining exceptional call/data quality standards in line with targetsContribute to the team through open and regular communication with peers / supervisorsAdhere to all company or departmental policies and procedures (personnel and operational)Keep the process repositories like DTPs, Knowledgebase, SharePoint updated with the current processMaintain regular and punctual attendance in line with company policies and proceduresMinimise customer complaints and escalations by providing exceptional service and call control Qualification Any Graduation

About The Role Skill required: Voice - Service Desk Voice Support Designation: Customer Service Associate Qualifications: Any Graduation Years of Experience: 1 to 3 years About Accenture Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. Visit us at www.accenture.com What would you do Provide high quality Tier 1 Customer Support service to Customers with complete focus on 100% issue resolution and 100% customer satisfaction.Adhere to Client defined as well as internally defined processes and procedures while handling Inbound calls emails & chatsFollow standard procedures for proper escalation of unresolved issues to the appropriate internal teamsStrive and achieve SLA target and business outcome indicators defined by the clientLooking for a candidate who is good in communication and has good knowledge on metrics of Customer SupportRecording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions. What are we looking for Provide recruitment and onboarding support to new employeesUpdating personal records (Address, Name, emergency contact details) of the employeesHelping employees process their timesheets, updating payroll records and answering paystub related questions thus ensuring that employees are compensated correctly and on time.Helping employees obtain their verification of employmentHelping hiring managers in the recruitment processManage employee grievance queriesAdminister or change benefits, health plans, retirement plans, etc. Prior international BPO work experience preferredFreshers acceptableNon-BPO work experience would be irrelevantAbility to demonstrate an efficient use of customer service technologies to complete a customer transaction using Ticket Tracking System (Service Now preferred), ERP systems, Microsoft Office Suite, and Internet ExplorerGood technical aptitude with an ability to learn quicklyExcellent verbal and written communication skillsTyping speed 50 words per minute Roles and Responsibilities: Receive inbound Calls/Emails/Chats and ensure that cases and interactions are logged correctly in the ticketing toolWalk customers/ Provide navigational support on self service portalEnsure security verifications are carried out per company policies and procedures and is lines with the GDPR guidelinesPlace outbound calls to customers when required in line with Client / Company guidelinesWork productively whilst maintaining exceptional call/data quality standards in line with targetsContribute to the team through open and regular communication with peers / supervisorsAdhere to all company or departmental policies and procedures (personnel and operational)Keep the process repositories like DTPs, Knowledgebase, SharePoint updated with the current processMaintain regular and punctual attendance in line with company policies and proceduresMinimise customer complaints and escalations by providing exceptional service and call control Qualification Any Graduation

Education Qualification : Diploma Skills : Primary -> Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications | 1 - Aware Certification : Technology | IT Certifications | HDI Certification | ITIL Foundation Details: 1. Handle incoming calls, emails and chat from the user may require working on rotational shift 2. Ability to comprehend end users from International locations over the phone 3. Recording, classifying and prioritizing tickets 4. Providing initial support and troubleshooting based on Knowledge Base articles 5. Taking a remote of an end users machine if required while troubleshooting 6. Routing requests to the appropriate support groups\ third party suppliers when tickets are not resolved during initial support 7. Monitoring the status and documenting the progress towards resolution of all open tickets 8. Keeping affected users informed about the progress. 9. Resolution confirmation and closure of tickets within the SLA Technical Skills: 1. Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11 2. Understanding of desktop applications, installation and uninstallation 3. Ability to support users in business applications based on SOP s 5. Troubleshooting Desktop/Application remotely 6. Ability to carry out Disk management, Disk Encryption, Wireless configuration 7. Ability to check utilization and availability, ability to perform start up and shut down services by following SOP 8. Ability to Install and configure email client, troubleshoot connectivity issue Backup and Recovery: 1. Technical understanding of native backup management tools and different types of backups. 2. Ability to provide SOP based support for configuring and troubleshooting backup related issues 3. Basic Networking Desired Skills:- Basic understanding of virtual infrastructure and Cloud (AWS, Azure and Google cloud)

Education Qualification : Diploma Skills : Primary -> Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications | 1 - Aware Certification : Technology | IT Certifications | HDI Certification | ITIL Foundation Details: 1. Handle incoming calls, emails and chat from the user may require working on rotational shift 2. Ability to comprehend end users from International locations over the phone 3. Recording, classifying and prioritizing tickets 4. Providing initial support and troubleshooting based on Knowledge Base articles 5. Taking a remote of an end users machine if required while troubleshooting 6. Routing requests to the appropriate support groups\ third party suppliers when tickets are not resolved during initial support 7. Monitoring the status and documenting the progress towards resolution of all open tickets 8. Keeping affected users informed about the progress. 9. Resolution confirmation and closure of tickets within the SLA Technical Skills: 1. Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11 2. Understanding of desktop applications, installation and uninstallation 3. Ability to support users in business applications based on SOP s 5. Troubleshooting Desktop/Application remotely 6. Ability to carry out Disk management, Disk Encryption, Wireless configuration 7. Ability to check utilization and availability, ability to perform start up and shut down services by following SOP 8. Ability to Install and configure email client, troubleshoot connectivity issue Backup and Recovery: 1. Technical understanding of native backup management tools and different types of backups. 2. Ability to provide SOP based support for configuring and troubleshooting backup related issues 3. Basic Networking Desired Skills:- Basic understanding of virtual infrastructure and Cloud (AWS, Azure and Google cloud)

Education Qualification : Diploma Skills : Primary -> Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications | 1 - Aware Certification : Technology | IT Certifications | HDI Certification | ITIL Foundation Details: 1. Handle incoming calls, emails and chat from the user may require working on rotational shift 2. Ability to comprehend end users from International locations over the phone 3. Recording, classifying and prioritizing tickets 4. Providing initial support and troubleshooting based on Knowledge Base articles 5. Taking a remote of an end users machine if required while troubleshooting 6. Routing requests to the appropriate support groups\ third party suppliers when tickets are not resolved during initial support 7. Monitoring the status and documenting the progress towards resolution of all open tickets 8. Keeping affected users informed about the progress. 9. Resolution confirmation and closure of tickets within the SLA Technical Skills: 1. Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11 2. Understanding of desktop applications, installation and uninstallation 3. Ability to support users in business applications based on SOP s 5. Troubleshooting Desktop/Application remotely 6. Ability to carry out Disk management, Disk Encryption, Wireless configuration 7. Ability to check utilization and availability, ability to perform start up and shut down services by following SOP 8. Ability to Install and configure email client, troubleshoot connectivity issue Backup and Recovery: 1. Technical understanding of native backup management tools and different types of backups. 2. Ability to provide SOP based support for configuring and troubleshooting backup related issues 3. Basic Networking Desired Skills:- Basic understanding of virtual infrastructure and Cloud (AWS, Azure and Google cloud)

Education Qualification : Any Graduate (Engineering / Science) Skills : Primary -> Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications | 1 - Aware Tertiary -> Behavioral | Aptitude | Communication | 1 - Aware Tertiary -> Behavioral | Aptitude | Information Processing | 1 - Aware 1. Handle incoming calls, emails, and chat from the users. Some account may require working on rotational shift 2. Ability to comprehend end users from international locations over the phone 3. Recording, classifying and prioritizing tickets 4. Providing initial support and troubleshooting based on Knowledge Base articles 5. Contributing to Knowledge Base with new articles 6. Taking a remote of an end users machine if required while troubleshooting 7. Routing requests to the appropriate support groups\ third party suppliers when tickets are not resolved during initial support 8. Monitoring the status and documenting the progress towards resolution of all open tickets 9. Keeping affected users informed about the progress. 10. Escalating the process if necessary 11. Resolution confirmation and closure of tickets within the SLA 12. Attend trainings and complete certifications for set competencies Technical Skills Ability to differentiate between different type of IT assets Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11 Understanding of desktop applications and how do they work, installation and uninstallation Ability to support users in business applications based on SOP s Troubleshooting Desktop/Application remotely Ability to carry out Disk management, Disk Encryption, Wireless configuration Ability to check utilization and availability, ability to perform start up and shut down services by following SOP Ability to Install and configure email client, troubleshoot connectivity issues Ability to troubleshoot calls for printers and copiers locally and remotely Basic Networking (Protocols/OSI Layers/IP address) Desired Skills: - Understanding of domain setup and ability to add / remove computers to domain (For MSP and Enterprise)

Education Qualification : Diploma Skills : Primary -> Technology | End User Issues | Printer+Scanner+Outoook+MS Office+Applications | 1 - Aware Certification : Technology | IT Certifications | HDI Certification | ITIL Foundation Details: 1. Handle incoming calls, emails and chat from the user may require working on rotational shift 2. Ability to comprehend end users from International locations over the phone 3. Recording, classifying and prioritizing tickets 4. Providing initial support and troubleshooting based on Knowledge Base articles 5. Taking a remote of an end users machine if required while troubleshooting 6. Routing requests to the appropriate support groups\ third party suppliers when tickets are not resolved during initial support 7. Monitoring the status and documenting the progress towards resolution of all open tickets 8. Keeping affected users informed about the progress. 9. Resolution confirmation and closure of tickets within the SLA Technical Skills: 1. Basic troubleshooting on different versions of Windows OS. E.g., Windows XP. Windows 7, Windows 10 and Windows 11 2. Understanding of desktop applications, installation and uninstallation 3. Ability to support users in business applications based on SOP s 5. Troubleshooting Desktop/Application remotely 6. Ability to carry out Disk management, Disk Encryption, Wireless configuration 7. Ability to check utilization and availability, ability to perform start up and shut down services by following SOP 8. Ability to Install and configure email client, troubleshoot connectivity issue Backup and Recovery: 1. Technical understanding of native backup management tools and different types of backups. 2. Ability to provide SOP based support for configuring and troubleshooting backup related issues 3. Basic Networking Desired Skills:- Basic understanding of virtual infrastructure and Cloud (AWS, Azure and Google cloud)

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have skills : Service Desk Management, Service Desk Voice Support Good to have skills : NAMinimum 0-2 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As an Application Tech Support Practitioner, you will act as the ongoing interface between the client and the system or application. You will be dedicated to quality, using exceptional communication skills to keep our world-class systems running. Your typical day will involve accurately defining client issues and interpreting and designing resolutions based on deep product knowledge. Roles & Responsibilities:- Expected to build knowledge and support the team.- Participate in problem-solving discussions.- Provide ongoing support to clients, ensuring their issues are resolved in a timely manner.- Interact with clients to accurately define and understand their issues.- Utilize deep product knowledge to interpret and design effective resolutions.- Collaborate with the team to continuously improve system performance and client satisfaction.- Stay updated with the latest product developments and enhancements.- Contribute to the development of knowledge base articles and documentation. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Management, Service Desk Voice Support.- Good To Have Skills: Experience with incident management tools.- Strong understanding of IT service management principles and best practices.- Excellent communication and interpersonal skills.- Ability to analyze and troubleshoot technical issues.- Knowledge of ITIL framework and processes. Additional Information:- The candidate should have a minimum of 0-2 years of experience in Service Desk Management.- This position is based at our Bengaluru office.- A 15 years full-time education is required. Qualification 15 years full time education

Project Role : Technology Support Engineer Project Role Description : Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution. Must have skills : SAP SuccessFactors Onboarding Good to have skills : NAMinimum 2 year(s) of experience is required Educational Qualification : 15 years full time education Summary :As a Technology Support Engineer, you will engage in a dynamic work environment where your primary focus will be on resolving incidents and problems that arise across various business system components. Your day will involve ensuring operational stability, creating and implementing Requests for Change, and updating knowledge base articles to facilitate effective troubleshooting. You will also collaborate with vendors and assist service management teams in analyzing and resolving issues, contributing to a seamless operational flow and enhanced service delivery. Roles & Responsibilities:- Expected to perform independently and become an SME.- Required active participation/contribution in team discussions.- Contribute in providing solutions to work related problems.- Assist in the development and maintenance of documentation related to system processes and procedures.- Engage in continuous learning to stay updated with the latest technologies and best practices in the field. Professional & Technical Skills: - Must To Have Skills: Proficiency in SAP HCM Recruiting.- Strong analytical and problem-solving skills.- Experience with incident management and service desk tools.- Ability to work collaboratively in a team-oriented environment.- Familiarity with change management processes. Additional Information:- The candidate should have minimum 2 years of experience in SAP HCM Recruiting.- This position is based at our Ahmedabad office.- A 15 years full time education is required. Qualification 15 years full time education

Role Purpose The purpose of this role is to the first point of contact for the B2B users who call Wipro Service Desk to troubleshoot appropriate end user issues in line with Wipros Service Desk objectives Do 1. Be responsible for primary user support and customer service a. Respond to queries from all calls, portal, emails, chats from the client b. Become familiar with each client and their respective applications/ processes c. Learn fundamental operations of commonly-used software, hardware and other equipment d. Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software e. Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits f. Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework 2. Regular MIS & resolution log management on queries raised a. Record events and problems and their resolution in logs b. Follow-up and update customer status and information c. Pass on any feedback, suggestions, escalations by customers to the appropriate internal team d. Identify and suggest improvements on processes, procedures etc Deliver No PerformanceParameter Measure 1 Service Desk Delivery Adherence to TAT, SLA as per SoW Minimal Escalation Customer Experience 2 Personal Attendance Documentation etc Mandatory Skills: TIS Service Desk.

Hiring for service desk (technical support) Exp- 1 to 4 Yrs Loc- Bangalore Pkg- 4 LPA Skills- Technical Voice, Service Now, Service Desk, Troubleshooting, Intl Voice etc NP- Imm Only Kiranpreet kaur 7982741785 kpreetimaginators@gmail.com

Role & responsibilities Should have good communication and technical knowledge. Serve as the first point of contact for customers seeking technical assistance over the phone or email. Must have experience in Incident Management, Service Request Management, and Vendor Management. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Determine the best solution based on the issue and details provided by customers. Walk the customer through the problem-solving process. Direct unresolved issues to the next level of support personnel Record events and problems and their resolution in logs. Follow-up and update customer status and information. Pass on any feedback or suggestions from customers to the appropriate internal team. Identify and suggest possible improvements on procedures. Preferred candidate profile

Min 1Year Exp Into Technical Support International Voice Must Have -Service Desk Voice Experience Any Graduate CTC-Up to 4 LPA+ variables 24*7 US Night Shift Both Way Cab 5 Days Working Immediate Joiners Location- Pune Contact 9828396548 Kamal

Min 1 year expr into Service desk process Must expr into any ticketing tool eg: Service now Good communication Location: Bangalore Immediate joiners preferrable Rotational shift timings Virtual mode Thanks 7200217280

Min 1 Yr Exp Into Technical Support International Voice Must have - Int Voice exp Any Graduate CTC - Up to 4 LPA Fixed 24*7 US Rotational Night Shift 5 Days Working 2 Days Rotational Off Interview mode - Virtual Contact - Naina 9828833756 Perks and benefits Incentives + allowances + both way cab

About the Role Hiring for Operations Manager/Service Desk Manager. Must be Ops Manager On papers in International BPO. Experience in International Technical MS Voice Process is Mandatory. Must be strong in Operations Matrices. Over All Experience 8+ Years. Mode of Interview- Virtual. CTC UPTO 19LPA. Work From Office. 8+ years of experience in a service desk or IT support role, with at least 3+ years in a supervisory or managerial position. Responsibilities Service Desk Operations: Oversee and manage daily operations of the service desk, ensuring efficient handling of all support requests. Monitor key performance indicators (KPIs) to ensure timely resolution of incidents and service requests. Ensure proper escalation procedures are followed for critical issues. Manage service desk ticketing systems and workflows for improved efficiency. Team Management: Lead and mentor a team of service desk professionals, providing guidance, coaching, and performance evaluations. Set clear goals and performance standards for team members, encouraging continuous improvement. Ensure the team is adequately trained in technical skills, service desk tools, and customer service techniques. Coordinate staff schedules to provide adequate coverage during business hours. Customer Satisfaction: Adopt a customer-centric culture within the service desk team, ensuring a high level of customer satisfaction. Analyze customer feedback and service reports to identify areas for improvement. Act as an escalation point for complex or unresolved issues, maintaining a professional relationship with key stakeholders. Process Improvement: Review and improve service desk processes to align with ITIL or other service management frameworks. Develop and maintain documentation for service desk procedures, ensuring they are regularly updated. Collaborate with IT and business teams to develop service level agreements (SLAs) and ensure compliance. Implement and manage tools for monitoring service desk performance and identifying trends in issue resolution. Reporting and Analysis: Prepare and present regular reports on service desk performance, trends, and areas for improvement. Provide recommendations for optimizing service delivery and operational efficiency based on data analysis. Track and analyse support tickets to identify recurring issues and implement preventative solutions. Qualifications Bachelors degree in information technology, Computer Science, or a related field (or equivalent experience). 7+ years of experience in a service desk or IT support role, with at least 3+ years in a supervisory or managerial position. Proven experience managing a customer-facing service desk or IT support team. Strong understanding of IT service management (ITSM) frameworks such as ITIL. Excellent problem-solving and decision-making abilities. Strong leadership, communication, and team management skills. Familiarity with service desk tools and ticketing systems (e.g., ServiceNow, Jira, Zendesk). Ability to work in a fast-paced environment and manage multiple priorities. Stay up-to-date with emerging technologies and industry trends to continuously improve service desk functions. Preferred Skills ITIL Foundation and other relevant certifications. Proficient in utilizing ticketing tools such as Service Now for efficient incident management, service request handling, and workflow optimization. Experience with cloud-based solutions, enterprise software, and network management. Strong knowledge of the MS Office Suite and expertise in creating reports following best practices for effective presentation. Experience in change management and continuous improvement initiatives. Pay range and compensation package CTC UPTO 16LPA Incase Interested then mail your cv at simmi@hiresquad.in or call at 8467054123

Hiring for L1 Service Desk Voice Process Expirenece: 1 year+ exp in Voice L1 Support Location: Pune (work from Office) 5 days working US Shift Budget: 4 LPA Qualification: Graduation For more info call Alfiya -8787064649 or alfiya@manningconsulting.in

Service Desk Engineer:- Should have good communication and technical knowledge. Serve as the first point of contact for customers seeking technical assistance over the phone or email. Must have experience in Incident Management, Service Request Management, and Vendor Management. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Determine the best solution based on the issue and details provided by customers. Walk the customer through the problem-solving process. Direct unresolved issues to the next level of support personnel Record events and problems and their resolution in logs. Follow-up and update customer status and information. Pass on any feedback or suggestions from customers to the appropriate internal team. Identify and suggest possible improvements on procedures. Preferred candidate profile

Min 1 Year Exp Into Technical Support International Voice Must Have-Service Desk Voice Exp Any Graduate CTC-Up to 4 LPA+ Variables 24*7 US Night Shift 2 Way Cab 5 Days Working Immediate Joiners Only Location - Bangalore Contact 8769866443 Neha

Position: Technical Support Executive Location: Bangalore Work Mode: Work from Office Shift: Rotational shifts (24/7 environment) Work Days: 5 days working, 2 days off Transport: Both side cab provided Salary: Up to 4 LPA HRMayur : 7357769199

JOB DESCRIPTION Requirements: 1. Service Desk voice support (Ready to work in call support environment) 2. Mandatory work from office & 24*7 Rotational shifts. Roles & Responsibilities: 1. Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer s end users 2. Route problems to internal 2nd and 3rd level IT support staff. 3. Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. 4. Administer and provide User account provisioning. 5. Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's. 6. Responds to telephone calls, email, instant messages, and assigned tickets from users; 7. Assign work orders / incidents to appropriate support teams and follow up until closure. 8. Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, and follow-up steps; 9. Provide level 1 remote desktop support and perform other activities based on SOPs. 10. Perform user account management activities Escalate complex problem to appropriate support specialists Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, electronic mail, and communications). 11. Troubleshoot client software and basic network connectivity problems. Identify, evaluate and prioritize customer problems and complaints. 12. May train users and operators on a limited basis and/or may write training procedures. 13. Participate in on-going training and departmental development. 14. Routine maintenance updates with other IT staff and business units. 15. Provide all required documentation including standards, configurations and diagrams. 16. Provide knowledge transfer of EUC operations. 17. To provide support for on call escalations and doing root cause analysis of given issue. 18. To independently resolve tickets within agreed SLA of ticket volume and time. 19. To adhere to quality standards, regulatory requirements and company policies. 20. Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts. 21. To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases Role & responsibilities Preferred candidate profile