2532 Service Desk Jobs - Page 26

Location: Kolkata Only Shift Timing: 24/7 Rotational Experience: 3 months to 2 years Job Summary We are seeking a Systems Engineer with 0 to 4 years of experience to join our team. The ideal candidate will have expertise in Service Desk MS Excel and Service Desk - UAM. A background in Telecom is a plus. This role requires working from the office during night shifts. Proficiency in English is essential for effective communication. Responsibilities Provide technical support and assistance to users via the service desk ensuring timely resolution of issues. Utilize MS Excel to analyze data and generate reports that support decision-making processes. Manage user access and permissions through Service Desk UAM ensuring compliance with company policies. Collaborate with team members to identify and implement process improvements that enhance service delivery. Monitor system performance and troubleshoot issues to maintain optimal functionality. Document and maintain records of technical issues and resolutions for future reference. Communicate effectively with users and stakeholders to understand their needs and provide appropriate solutions. Assist in the development and implementation of training materials for end-users. Participate in team meetings to discuss ongoing projects and share insights. Support the telecom domain by applying relevant knowledge and skills to specific tasks. Ensure adherence to company standards and procedures in all technical operations. Contribute to the companys mission by providing reliable and efficient technical support. Enhance customer satisfaction by delivering high-quality service and support.

Trained candidates should have Service Desk skills will be responsible for providing technical support, troubleshooting, and help desk support. The role will also involve working with information technology and resolving customer issues in a timely and efficient manner.JD for PA level, Receives and handles calls for service, and follow agreed procedures to resolve tickets Promptly allocates calls as appropriate Logs incidents and service requests and maintains relevant records Managing incidents and requests through the service management tool Provide support for a wide range and constantly evolving applications, software & hardware Maintaining governance standards across all IT service management processes Liaise with management to communicate and understand issues and be able to resolved Identify repeat issues or service risks Take ownership of faults in a logical manner and throughout their entire lifecycle Exposure to ServiceDesk GenAI solutions is a big plus

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: TIS Service Desk. Experience: 1-3 Years.

Skills ServiceNow/Active Directory/O 365 Experience:- Grad. with 1 yr in International Voice Process CTC - Upto 4 LPA Shifts US Rotational Location:- Bangalore 2 way cab Notice:- Immediate Contact : Nidhi - +91 8690900776 Required Candidate profile - Must have min 1 yr relevant exp. - Must have international voice exp. - Must have Service Desk exp. - Graduation (Mandatory) Perks and benefits - 2 Way Cabs - Allowances - Incentives

Role- Tech Support Executive Min 1 Yr Exp Into Technical Support/Service Desk Any Graduate CTC- Up to 4 LPA Work From Office 5 Days working 2 days off Both side Cab Shift- US Interview - Virtual For more info contact HR Bhoomi - 8890492756

Life on the team Are you passionate about Service desk Opportunities and ready to explore your capabilities? Service desk professionals are problem solvers, as a growing organization in India, there are more opportunities for career advancement and professional development. As the company expands, new roles and responsibilities will emerge with the chance to take on more challenging and diverse tasks. We are more open to innovation and creativity. There will be a greater emphasis on trying new ideas, implementing cutting-edge technologies, and exploring innovative solutions to challenges. We in Computacenter foster a culture of continuous improvement and forward-thinking. What youll do Responsible for overseeing and coordinating the entire incident management process within the organization. This role involves identifying, assessing, prioritizing, and resolving incidents to minimize their impact on operations. The Incident Manager will work closely with various teams to ensure that incidents are effectively managed and that lessons learned are applied to prevent future occurrences. Operational hours 24/7 (Rotational Shifts & no fixed Week Offs) includes night shift Process Calls & Chats / Email / Requests 5 days work from Office Mandatory Experience & Education: Bachelor's degree in a relevant field or equivalent work experience (10+2+3 Graduation mandatory) 6 Months – 1 Year in Service Desk (Calls & Chats / Email / Requests) Skills: Strong organizational and multitasking skills. Excellent communication and interpersonal skills. Problem-solving and critical thinking abilities. Excellent problem-solving and analytical skills, Strong communication and interpersonal skills. Ability to work collaboratively in a team with 24/7 work environment.

Role: Service desk lead Do: - To support the service desk agents in prompt delivery & customer service - Advise and collaborate with the agents on current issues and works toward the resolution of tickets - Manage and coordinate escalated work orders from the ServiceDesk team that requires additional troubleshooting and follow-up - Coordinate with other IT teams as appropriate for closure of any escalated ticket - Act as a liaison between Service Desk and other teams to ensure effective communication between teams - To provide liaison and governance at both internal & client levels - Undertake a weekly review of the First Line Service Desk call queues to ensure no unauthorized changes & mitigation of escalations - Measure and report on service delivery performance metrics including customer satisfaction surveys and the incident tickets - Lead in the development of good customer service practices across the service desk - Produce statistics and management reports of the service desk to client & management - Communicate all process related changes and technical updates to the team within specific timelines to ensure adherence to service desk guidelines - Capacity planning and capability development - Conduct capacity planning exercise to provide number of agents, skill levels to meet the Account Service Desk process fulfilment - Conduct shift planning to meet the service requirements of the client as per SLAs agreed - Perform briefings to Service Desk agents on changes or deployments that may affect volumes at the Service Desk - Assist SD agents by providing first line support when workloads are high, or where additional experience is required - Develop team skills and capability in managing processes to reach the desired productivity and efficiency by conducting process training/ refresher courses, providing performance feedback and managing bottom quartile team performers. - Team Management - Resourcing - Forecast talent requirements as per the current and future business needs - Hire adequate and right resources for the team - Train direct reportees to make right recruitment and selection decisions - Talent Management - Ensure 100% compliance to Wipro's standards of adequate onboarding and training for team members to enhance capability &effectiveness - Build an internal talent pool of HiPos and ensure their career progression within the organization - Promote diversity in leadership positions - Performance Management - Set goals for direct reportees, conduct timely performance reviews and appraisals, and give constructive feedback to direct reports. - In case of performance issues, take necessary action with zero tolerance for will based performance issues - Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below - Employee Satisfaction and Engagement - Lead and drive engagement initiatives for the team - Track team satisfaction scores and identify initiatives to build engagement within the team - Proactively challenge the team with larger and enriching projects/initiatives for the organization or team - Exercise employee recognition and appreciation Mandatory Skills: Service Desk Consulting.Experience: 3-5 Years.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: TIS Service Desk.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: TIS Service Desk. Experience: 3-5 Years.

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 Mandatory Skills: TIS Service Desk.

Roles & responsibilities: Technical support for hardware, software, and networking. Strong troubleshooting and problem-solving abilities. Excellent communication skills for remote assistance. Proficiency in help desk software and remote desktop tools. Adherence to SLAs and customer satisfaction metrics. Knowledge of operating systems (Windows, macOS, Linux). Familiarity with support ticketing systems. Immediate joiners preferred Interested candidates please share profiles to naveenkumar.t@inspirisys.com/Whats App to 9600894014.

Join Infosys BPM Ltd. Windows Support (Chat Process) Hyderabad About the Role: Position: Senior Technical Process Executive Location: Hyderabad (100% Work from Office) Experience: 1 - 2 Years Shift: Night Shift Be the Voice of Innovation: Join Our Microsoft Technical Support Team! Are you a tech enthusiast with a passion for problem-solving and a gift for making the complex simple? Do you get a thrill out of helping others navigate the digital world? If so, we have the perfect opportunity for you to become a key player on our team as a Technical Support Advocate! At Infosys BPM , we don't just solve problemswe build relationships. As a trusted partner in the Microsoft ecosystem, we are looking for a dedicated and empathetic individual to be the first point of contact for our customers. You will be a hero to our users, guiding them through technical challenges and ensuring they have a seamless and positive experience with some of the world's most essential products. This is more than a job; it's a chance to grow your expertise in the dynamic world of technology and make a real impact on customer satisfaction and loyalty. Your Mission, Should You Choose to Accept It: Become a Microsoft Maestro: Immerse yourself in the world of Microsoft products, including Windows, Office Microsoft365, and Surface devices. You will be the go-to expert for post-install software issues, updates, and more. Be a Problem-Solving Pro: Use your strong analytical skills to diagnose and resolve technical issues via phone, chat, and email. From troubleshooting network connectivity to resolving software glitches, you'll be the one to save the day. The Ultimate Advocate: Be the voice of our customers, actively listening to their concerns and translating their needs to our engineering and product teams. Your empathy and clear communication will turn frustrated users into loyal fans. The Guide: You won't just solve problems; you'll empower our customers. Guide them through self-help resources, assist with account management and billing inquiries, and help with product purchases and sign-in processes. Master of the Support Lifecycle: From the first contact to a successful resolution, you'll document every interaction with precision and professionalism. You'll strive for "first-contact resolution," but when an issue is complex, you'll know when to escalate to higher-tier support. Collaborate and Grow: Join a team that values knowledge sharing and continuous improvement. You'll contribute to our internal knowledge base, share best practices, and work with cross-functional teams to address recurring issues and improve our products. What We Are Looking For: Experience: Prior experience in a technical support or customer service role is essential. You're comfortable with the basics and ready to dive deep. Technical Savvy: A genuine familiarity with the Microsoft ecosystem, including Windows and Office, is a must. A "People" Person: You have excellent communication skills, both written and verbal. You are patient, empathetic, and have a natural talent for explaining complex technical concepts in an easy-to-understand way. The Right Mindset: You are a natural problem-solver, thrive in a fast-paced environment, and are driven by a passion for customer satisfaction. Foundational Knowledge: A bachelor's degree in computer science, Information Technology, or equivalent experience. Speed and Accuracy: A minimum typing speed of 30 words per minute to keep pace with customer interactions. Bonus Points for: Certifications such as Microsoft Certified: Azure Fundamentals or M365 Fundamentals. Experience in troubleshooting with device network and connectivity issues. Skills in guiding customers through product downloads, installations, and activations (DIA). If you are ready to be a hero to our customers and build a rewarding career at the intersection of technology and human connection, we want to hear from you. Apply now and help us build a better experience for users around the world! Interview Details: Dates: 23rd August 2025 Time: 10:00 AM 01:00 PM Venue: Hyderabad - Gachibowli: Infosys STP Madhava Reddy colony gate no. 2 and interview building- no.3 basement Landmark- Opposite ISB college ,. Mention Walk-In Interview on gate no.2 Please mention "Walkin" in top of your resume. What to Bring: Updated resume (printout) Two valid photo ID proofs (PAN Card/Driving License/Voter ID/Passport) Original education documents for verification (10th, 12th, Graduation sem-wise marksheets, CMM, provisional & original degree certificates) Important Notes: Laptops, cameras, and other electronic devices are not allowed at the venue due to security reasons. Original Government ID is mandatory for security clearance. Preference will be given to immediate joiners . Infosys BPM is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive workplace where everyone can thrive. Ready to launch your career with a global leader? Come meet us and take the first step toward a rewarding future! Regards, Infosys BPM Talent Acquisition | INFY HR

":" Company Introduction yellow.ai is Asias largest Conversational AI platform for enterprises. yellow.ai was founded in 2015 with more than 100+ customers and 150 Employees around the globe and is funded by Light-speed Ventures and prominent angel investors. We are building the end-to-end Infrastructure which enables developers to build the best Conversation channels in the market, the platform also boasts of its capabilities for Document cognition, Analytics module and a service desk for agents to handle conversations.\u2028 Job Description\u2028 We are looking for a UX Designer Intern to assist in turning our software into easy-to-use products for our clients. As a UX Design Intern, you will be responsible for supporting the collection, research, investigation, and evaluation of user requirements. You will help deliver an outstanding user experience and assist in creating exceptional and intuitive application designs.\u2028 Responsibilities Assist in gathering and evaluating user requirements in collaboration with product managers and engineers. Help illustrate design ideas using storyboards, process flows, and sitemaps. Prepare and present rough drafts to internal teams and key stakeholders. Identify and troubleshoot UX problems (e.g., responsiveness) with guidance. Assist in establishing and promoting design guidelines, best practices, and standards. Conduct layout adjustments based on user feedback. Adhere to style standards on fonts, colours, and images. Support the creation of prototypes for new product ideas. Test new ideas before implementation. Conduct ongoing user research.\u2028 Requirements 0-1 year of experience in Design, Computer Science, or a relevant field. Familiarity with UX/UI design principles. Basic knowledge of wireframe tools (e.g., Figma, Adobe XD, etc.). Strong attention to detail and a critical thinker. Problem-solving and customer-centered mindset. Open to receiving objective criticism and improving upon it. Good communication skills and ability to work in a team. Good time-management skills.\u2028 Requirements " , "Job_Type":"Intern" , "Job_Opening_Name":"Intern- Product Design" , "State":"Karnataka" , "Currency":"INR" , "Country":"India" , "Zip_Code":"560095" , "id":"157454000002200239" , "Publish":true , "

About The Role : Role: 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 Wipro??s Service Desk objectives Do: Be responsible for primary user support and customer service Respond to queries from all calls, portal, emails, chats from the client Become familiar with each client and their respective applications/ processes Learn fundamental operations of commonly-used software, hardware and other equipment Follow standard service desk operating procedures by accurately logging all service desk tickets using the defined tracking software Ensure that the scorecard is maintained as per SoW with respect to TAT, SLA & hits Manage all queries or escalate if not resolve as per the defined helpdesk policies and framework Regular MIS & resolution log management on queries raised Record events and problems and their resolution in logs Follow-up and update customer status and information Pass on any feedback, suggestions, escalations by customers to the appropriate internal team Identify and suggest improvements on processes, procedures etc.

Position Summary Participate in requirements collation, clarification and analysis Participate in design discussions for acquiring better understanding of projects Code the assigned module based on requirements given. Maintain record of daily task/activity Minimum Requirements Must be Proficient in VBA Macros Graduate from any stream & should have good practical hands-on MS Office tools such as MS excel, PowerPoint, Word, etc Minimum 3 years of work industry experience in any Operations Good Soft skills & Interpersonal skills (verbal & written) are a must.

Provide on-site/remote support to the WPP agencies located in Gurgaon, Haryana, India Ensure IT deskside operations and all standard technology services including AV are delivered as needed Develop excellent relationships with key internal stakeholders (HR, Finance and Admin) Lead a customer-centred culture, championing activities to empower end users to get maximum utilization of IT, including organising training programmes and the appointment super-users in relevant technology spaces Educate the business on how to use the IT service and maximise benefits Educate the business about IT policies, procedures, security, and compliance Provide remote support, as needed, to WPP agencies APAC. Onboarding and offboarding of new and departing employees, including user account administration. Level 2 and 3 incident and problem management, including diagnosis, liaison with appropriate internal and external resources to drive resolution, and stakeholder management throughout the resolution process Escalation of issues to Infrastructure and/or Management teams as needed Manage simple user and office relocations Supervise and assist with deployment of new hardware and software to end users Subject Matter Expert for unique line-of-business technologies Compiling, documenting, and maintaining Service Desk knowledge base and standard procedures IT asset management inventory IT asset procurement and Life cycle management and support the business drive down IT costs. To establish strong relationships with all the IT functions within the WPP IT operating model to ensure the needs of their location are fulfilled Support WPP Global in promoting global standards and ensuring local implementation Support other IT teams with IT changes and ensure global infrastructure/ OpCo programmes are localised and executed to plan. Support local IT compliance activities Own escalation management and have direct access all third-party suppliers to ensure operational services meet business requirements. Availability where necessary for out-of-hours support Other duties as needed What youll need: 5+ years in an IT help desk / desk side support role Cross-platform experience in Windows and Mac Can-do attitude Someone that can empathise and communicate effectively with end users Knows how and when to engage management, when needed Builds excellent relationships, based on trust and mutual respect Excellent written and verbal communication skills Able to work with minimal direct supervision Able to manage time effectively and set priorities appropriately Able to maintain professional demeanour under stress

IDP EDUCATION INDIA PVT LTD is looking for Service Desk Analyst to join our dynamic team and embark on a rewarding career journey A Service Desk Analyst is a customer service professional responsible for providing technical support and assistance to end-users The job responsibilities of a Service Desk Analyst may include:1 Answering phone calls, emails, and chats from end-users, and logging technical issues and service requests in a helpdesk system 2 Providing technical support and troubleshooting assistance to end-users, resolving issues or escalating to higher-level support personnel as needed 3 Performing remote diagnostic tests and providing guidance on how to fix common technical problems 4 Documenting troubleshooting steps, incident details, and resolutions in a helpdesk ticketing system 5 Installing, configuring, and maintaining hardware and software applications for end-users 6 Identifying and communicating trends in support requests to help improve the efficiency and effectiveness of the helpdesk function

Maintains essential infrastructure such as office networks, staff laptops, telephone systems, and other critical components necessary for ongoing business operations. Diagnose and resolve IT incidents, requests, tasks, and problems. Installation, configuration, and maintenance of hardware and software (Device provisioning, Operating system (Windows and Mac) and applications such as MS 365 office Suite, AD, Intune. Work with the Technology Operations team to support normal operations and/or make changes/upgrades. Document standards and procedures to facilitate troubleshooting. Software and Hardware Asset management Tickets/Incidents are acknowledged on time and business user expectations are set and kept up to date on their ticket progress. Incidents are properly updated with all relevant information. Maintain a high degree of customer service for all support queries to ensure that service level standards are exceeded, and SLAs met. Liaising with IT vendors. Flexible and willing to work out of business hours when required, occasional weekend work may be required to support business critical systems outside of normal operating hours Key Requirements: Proven experience in IT support or service desk environments. Strong knowledge of Microsoft technologies (Windows, Intune, Office 365, Azure, Exchange). Hands-on experience with hardware troubleshooting (laptops, desktops, peripherals, phone systems). Familiarity with service desk tools, ticketing systems, and ITIL practices. Good understanding of security operations (SOC exposure is a plus). Excellent problem-solving skills and a customer-focused mindset. Strong communication and teamwork skills. Axis bag of delights Competitive and attractive compensation. Extensive learning opportunities, such as professional training and certifications and soft skills development. 18 annual leave days per year. 12 sick days leave per year. Public holidays as declared by local government. Maternity leave as per law. Health Insurance. Axis interview journey Talent Acquisition Interview (45 minutes) Tech Interview (1 hour) Hiring Manager Interview (30 minutes)

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: TIS Service Desk.

Job Title: Voice Support-IT Service Desk Associate (Level 1 Service Desk Associate) Job Description: As a Level 1 Service Desk Associate, you will play a crucial role in providing technical support and assistance to end-users. Your responsibilities will include: Incident Resolution: Responding to and resolving IT-related incidents and service requests escalated from the Level 1 Service Desk team. Troubleshooting: Diagnosing and troubleshooting hardware and software issues, both remotely and in-person, to ensure timely issue resolution. Voice based Technical Support: Providing guidance and support to end-users in using IT systems, applications, and hardware effectively. Escalation: Escalating complex technical issues to Level 2 support or relevant teams when necessary, while maintaining ownership of the incident. Documentation: Documenting all incident details, including steps taken to resolve the issue, in a knowledge base for future reference. Adherence to SLAs: Meeting or exceeding service level agreements (SLAs) for incident response and resolution times. Qualifications: Bachelor's degree in Computer Science or a related field. Relevant IT certifications (e.g., CompTIA A+, ITIL, Microsoft Certified Professional) is a plus. Previous experience in a Level 1 Service Desk role or similar IT support position. Proficiency in troubleshooting Windows and/or Mac operating systems. Strong verbal and written communication skills and a customer-oriented mindset. Ability to work under pressure and meet deadlines. Benefits: Commuter assistance Health insurance Parental Insurance Life Insurance Paid sick time Paternity Leave Provident Fund Shift: Rotational shift Work Location: In person

The Application Support Analyst will support Vitality Group’s systems, applications and services by providing technical support to customers and partners around the world. The Application Support Analyst will drive the resolution of non-major incidents and service requests in accordance with defined Service Level Agreements and Operational Level Agreements. This role requires working flexible hours due to the 24x5 nature of the function. Passive standby during weekends is also required in the event of major incidents. The ideal candidate will have experience supporting systems in production in a cloud based environment.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: TIS Service Desk.Experience: 3-5 Years.

Role Purpose The purpose of the role is to resolve, maintain and manage clients software/ hardware/ network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction Do Ensure timely response of all the tickets raised by the client end user Service requests solutioning by maintaining quality parameters Act as a custodian of clients network/ server/ system/ storage/ platform/ infrastructure and other equipments to keep track of each of their proper functioning and upkeep Keep a check on the number of tickets raised (dial home/ email/ chat/ IMS), ensuring right solutioning as per the defined resolution timeframe Perform root cause analysis of the tickets raised and create an action plan to resolve the problem to ensure right client satisfaction Provide an acceptance and immediate resolution to the high priority tickets/ service Installing and configuring software/ hardware requirements based on service requests 100% adherence to timeliness as per the priority of each issue, to manage client expectations and ensure zero escalations Provide application/ user access as per client requirements and requests to ensure timely solutioning Track all the tickets from acceptance to resolution stage as per the resolution time defined by the customer Maintain timely backup of important data/ logs and management resources to ensure the solution is of acceptable quality to maintain client satisfaction Coordinate with on-site team for complex problem resolution and ensure timely client servicing Review the log which Chat BOTS gather and ensure all the service requests/ issues are resolved in a timely manner Mandatory Skills: TIS Service Desk. Experience: 1-3 Years.

Trained candidates should have Service Desk skills will be responsible for providing technical support, troubleshooting, and help desk support. The role will also involve working with information technology and resolving customer issues in a timely and efficient manner. JD for PA level, Receives and handles calls for service, and follow agreed procedures to resolve tickets Promptly allocates calls as appropriate Logs incidents and service requests and maintains relevant records Managing incidents and requests through the service management tool Provide support for a wide range and constantly evolving applications software & hardware Maintaining governance standards across all IT service management processes Liaise with management to communicate and understand issues and be able to resolved Identify repeat issues or service risks Take ownership of faults in a logical manner and throughout their entire lifecycle Exposure to ServiceDesk GenAI solutions is a big plusRole & responsibilities

Dear Candidates, Sword is looking for IT Helpdesk/Service desk resource !! Remote !! Looking for TamilNadu candidates only !!! Exp : 2+yrs Package : Negotiable Role & responsibilities Key Responsibilities (but not limited to): Answer the Helpdesk telephone, log calls in the services ticketing system, and assist the users in problem resolution. Facilitate user password resets Coach users in the use of hardware, software, and file management. Channel and escalate technically complex problems to the appropriate resources Perform computer equipment repairs; manage network printers and wireless connectivity. Install software and computer peripherals Identify when off-site repairs are required and coordinate with third party vendors Prepare and test new computer equipment and oversee shipping to new store locations Provide preliminary assessment of problems which may involve network services and escalate to Level 2 support and management if required. Maintain and deploy standard hardware image’ to variety of hardware platforms. Contribute ideas and solutions to IT Services issues at large Ensure warranty and registration requirements are fulfilled Provide Android/iPhone support and front-line telephone support Document best practices Perform other related duties as assigned Desired Skills/Experience: Knowledge of desktop computer applications, operating systems, hardware, and networking devices 1-2 years’ experience working in a related role (asset) knowledge of: Microsoft Windows XP, Windows 7, Microsoft Office 2003 & 2007, PC Hardware Repair, VPN, client-based LAN networking, printers, and good networking skills LANDesk endpoint management skills would be an asset VOIP a bonus Excellent customer service skills Exceptional oral and written communication skills Demonstrated problem solving and troubleshooting skills Bilingual (English/French) is an asset Team-player with the ability to work well independently Capability to prioritize and multitask; organized and detail-oriented Ability to coach and advise clients in a clear and concise manner Ability to work effectively in a fast-paced and high demanding environment Keen attention to detail Proven analytical and problem-solving abilities if you are interested , please call or message me your cv to abinayak@swordgroup.in/Abinaya - Whatsup - 9500053608