1592 Service Desk Jobs - Page 41

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Skills:- Active Directory, Office 365, MS outlook Grad with 1 yr in International Voice CTC:-Upto 4 LPA Working Days 5 days working, 2 days rotational off Location:- E. City Bangalore Cab :-Both side(hiring zone) Notice:- Immediate contact 9257655181

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

Req ID: 295600 We are currently seeking a Helpdesk Senior Associate - ITIL to join our team in Bangalore, Karntaka (IN-KA), India (IN). Domain Years of Experience Global End User Services Helpdesk Sr. Associate at Grade-5 position in Service Desk Must be a Graduate. B.Tech/B.E or any other technical degree preferred Good communication skills with minimum 1 year of international calling experience Good comprehension & writing skills. Must possess excellent customer handling skills Should be comfortable to work in rotational shift with 24x7 support window Job description Provide L2 technical guidance in activities associated with identification, prioritization & resolution of reported problems through Phone, Email & Chat. Activities include recognition, research, isolation, resolution & follow up steps. Typically, the associate level participates in a supportive role by acting as a liaison between customers & departments within the Client Infrastructure. Strong troubleshooting knowledge of MS Windows, PC Hardware, Internet Explorer, MS Office & COTS applications etc. Sound knowledge of ITIL best practices around Incident & Request Management procedures. 2-3 years of industry experience. 12 months in the current grade is a

Req ID: 326965 We are currently seeking a Helpdesk Associate - L1 Technical Guidance to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). Position Overview : At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company"™s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring, the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here. NTT DATA, Inc. currently seeks an "Helpdesk Associate" to join our team in "Noida".

Req ID: 317428 We are currently seeking a Helpdesk Associate - L1 Technical Guidance to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). "“ "¢ Min 1-3 years of relevant experience in a technical support role & 12 months on the current grade "¢ Working Knowledge of Operating Systems such as Windows 10 & 11 "¢ Knowledge of identifying and troubleshooting issues related to System Configuration, Software & COTS applications "¢ Working knowledge of MS Office suite & Skype for business "¢ Fair understanding of ITIL practices in Incident Management, Request Management & Problem Management. Detailed roles and responsibilities: "¢ Associate is responsible to perform diagnostics, resolve problems, and implement corrective actions when an end user has been unsuccessful working under the direction of the Level 1 Customer "¢ Service Desk. Incidents that are not resolved at the L1 will be routed to the deskside support team for resolution or as per the KBA defined (for outside the scope of Deskside) "¢ Resolve Incidents and Problems associated with End User Devices and End User Software, and provide break/fix support, advice, and assistance to Authorized Users. Associates would ultimately be responsible for resolving all Incidents and Problems associated with failure or degradation of Services related to End User Devices and End User Software. "¢ Contact the end user via phone to schedule the remote session call and coordinate with onsite assistance if required. "¢ Route / reassign calls to other levels of support, as required if miss-assignment occurs Work with Level 2 and 3 Support staff and onsite vendors (as appropriate) to resolve Problems and Service Requests. "¢ Update the ITSM Tool fields upon successful resolution of the Incident. "¢ Utilize Provider"™s remote tool to enable remote takeover sessions. "¢ Attempt to resolve certain Incident Types by remotely taking control of the End User Device, provided the End User"™s system is accessible "¢ Utilize remote controls to manage and update desktop system Software, and to maintain configuration of systems and applications. "¢ Request end-user approval for remote takeover of system in support of incident resolution or request fulfillment "¢ Escalate repeat issues to the appropriate service organization to allow root cause analysis to be performed and resolution to be driven. "¢ Work from office is mandatory.

Req ID: 325214 We are currently seeking a Helpdesk Associate - L1 technical guidance to join our team in Bangalore, Karntaka (IN-KA), India (IN). Required. Roles and Responsibilities- Provide L2 technical guidance in activities associated with identification, prioritization & resolution of reported problems through Phone, Email & Chat. Activities include recognition, research, isolation, resolution & follow up steps. Typically, the associate level participates in a supportive role by acting as a liaison between customers & departments within the Client Infrastructure. Strong troubleshooting knowledge of MS Windows, PC Hardware, Internet Explorer, MS Office & COTS applications etc. Sound knowledge of ITIL best practices around Incident & Request Management procedures Qualifications - Helpdesk Associate at Grade-4 position in Service Desk - Must be a Graduate. B.Tech/B.E or any other technical degree preferred - Good communication skills with 1 year of international calling experience - Good comprehension & writing skills - Must possess excellent customer handling skills - Should be comfortable to work in rotational shift with 24x7 support window Roles and Responsibilities- Provide L2 technical guidance in activities associated with identification, prioritization & resolution of reported problems through Phone, Email & Chat. Activities include recognition, research, isolation, resolution & follow up steps. Typically, the associate level participates in a supportive role by acting as a liaison between customers & departments within the Client Infrastructure. Strong troubleshooting knowledge of MS Windows, PC Hardware, Internet Explorer, MS Office & COTS applications etc. Sound knowledge of ITIL best practices around Incident & Request Management procedures Qualifications - Helpdesk Associate at Grade-4 position in Service Desk - Must be a Graduate. B.Tech/B.E or any other technical degree preferred - Good communication skills with 1 year of international calling experience - Good comprehension & writing skills - Must possess excellent customer handling skills - Should be comfortable to work in rotational shift with 24x7 support window

Req ID: 326207 We are currently seeking a Helpdesk Senior Associate to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). Helpdesk Sr. Associate at Grade-5 position in Service Desk Must be a Graduate. B.Tech/B.E or any other technical degree preferred Good communication skills with minimum 1 year of international calling experience Good comprehension & writing skills. Must possess excellent customer handling skills Should be comfortable to work in rotational shift with 24x7 support window Work from office is mandatory Job description: Provide L1/1.5 technical guidance in activities associated with identification, prioritization & resolution of reported problems through Phone, Email & Chat. Activities include recognition, research, isolation, resolution & follow up steps. Typically, the associate level participates in a supportive role by acting as a liaison between customers & departments within the Client Infrastructure. Strong troubleshooting knowledge of MS Windows, PC Hardware, Internet Explorer, MS Office & COTS applications etc. Sound knowledge of ITIL best practices around Incident & Request Management procedures.

Req ID: 322278 We are currently seeking a Helpdesk Associate - ITIL to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). Helpdesk Sr. Associate at Grade-5 position in Service Desk Must be a Graduate. B.Tech/B.E or any other technical degree preferred Good communication skills with minimum 1 year of international calling experience Good comprehension & writing skills. Must possess excellent customer handling skills Should be comfortable to work in rotational shift with 24x7 support window Work from office is mandatory Job description: Provide L1/1.5 technical guidance in activities associated with identification, prioritization & resolution of reported problems through Phone, Email & Chat. Activities include recognition, research, isolation, resolution & follow up steps. Typically, the associate level participates in a supportive role by acting as a liaison between customers & departments within the Client Infrastructure. Strong troubleshooting knowledge of MS Windows, PC Hardware, Internet Explorer, MS Office & COTS applications etc. Sound knowledge of ITIL best practices around Incident & Request Management procedures.

Req ID: 322495 We are currently seeking a Service Desk - Technical Support to join our team in Bangalore, Karntaka (IN-KA), India (IN). "Service Desk Associate English India "“ Work from Office Competitive Salary & Benefits Role Overview The Service Desk Senior Associate advises and assists users over the phone/chat/email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes & procedures. Screens, diagnoses, research, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users. Role Responsibilities Manages customer interactions & records reported issues in the ITSM Identifies issues, apply fixes and investigate root causes using internal instructions. Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone ,e-mail and chat Screens, refers and diagnoses internal inquiries and work requests relating to PC maintenance Participates in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner Key Skills: Ideally University education, preferably technical degree, or Microsoft certifications Awareness of Microsoft Operating Systems local and Hybrid (Office and Remote) administration and Microsoft Office family applications Willing to work from office 5 days in a week. Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills Excellent communication and customer service skills Fluency in English language Flexibility to work in rotational shifts (24/7).

Req ID: 325594 We are currently seeking a Helpdesk Senior Representative - Fresher to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). Roles and responsibilities Position's General Duties and Tasks Required. Candidate should be technically sound with Windows Troubleshooting with registry edit (No Boot, No internet, optimization), MAC (optimization, mac troubleshooting), MDM, Autopilot Devices Setup, SCCM, Amazon Workspaces, Citirx , Active Directory (basic troubleshooting), Outlook troubleshooting, Printer Troubleshooting, External Monitor troubleshooting & docking station, Network drives. Typically, the Analyst level participates in a supportive role by acting as a liaison between customer and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner. ShiftRotational shift. QualificationGraduate with relevant experience/knowledge in a technical support role. Knowledge of troubleshooting Windows 10, Win 8 Operating system, PC Hardware, Basic Knowledge of Internet Explorer, Networking, Messaging, and MS Office, COTS applications etc. Must be able to speak fluent English; possess excellent writing and comprehension skills with excellent customer handling skills. Work from Office Profile, 24x7 rotational shift.

Req ID: 318566 We are currently seeking a Helpdesk Senior Associate - ITIL to join our team in Bengaluru, Karntaka (IN-KA), India (IN). Provide L1 technical guidance in activities associated with identification, prioritization & resolution of reported problems through Phone, Email & Chat. Typically, the associate level participates in a supportive role by acting as a liaison between customers & departments within the Client Infrastructure. Good troubleshooting knowledge of MS Windows, PC Hardware, Internet Explorer, MS Office & COTS applications etc. Basic Qualifications Helpdesk SeniorAssociate at Grade-5 position in Service Desk Must be a Graduate. Good communication skills with 6+ months of international calling experience Good comprehension & writing skills Must possess excellent customer handling skills Should be comfortable to work in rotational shift with 24x7 support window

Req ID: 322456 We are currently seeking a Helpdesk Senior Representative - ITIL to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). Helpdesk Associate at Grade 3 position in Service Desk Must be a Graduate. Good comprehension & writing skills Must possess excellent customer handling skills Should be comfortable to work in rotational shift with 24x7 support window Job description Provide L1 technical guidance in activities associated with identification, prioritization & resolution of reported problems through Phone, Email & Chat. Typically, the associate level participates in a supportive role by acting as a liaison between customers & departments within the Client Infrastructure. Good troubleshooting knowledge of MS Windows, PC Hardware, Internet Explorer, MS Office & COTS applications etc.

Req ID: 327139 We are currently seeking a Helpdesk Senior Representative - Fresher to join our team in Bangalore, Karntaka (IN-KA), India (IN). India "“ Work from Office Competitive Salary & Benefits Role Overview The Service Desk Senior Associate advises and assists users over the phone/chat/email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes & procedures. Screens, diagnoses, research, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users. Role Responsibilities : Manages customer interactions & records reported issues in the ITSM Identifies issues, apply fixes and investigate root causes using internal instructions. Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone ,e-mail and chat Screens, refers and diagnoses internal inquiries and work requests relating to PC maintenance Participates in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner Key Skills Ideally University education, preferably technical degree, or Microsoft certifications Awareness of Microsoft Operating Systems local and Hybrid (Office and Remote) administration and Microsoft Office family applications Willing to work from office 5 days in a week. Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills Excellent communication and customer service skills Fluency in English language Flexibility to work in rotational shifts (24/7).

Req ID: 325680 We are currently seeking a Helpdesk Senior Analyst - Spanish to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). Knowledge of troubleshooting Windows 7/8/10 Operating system, PC Hardware, Basic Knowledge of Edge/Chrome, Networking, Messaging, and MS Office, COTS applications etc. 2. Must be able to speak fluent Spanish & possess excellent writing and comprehension skills & with excellent customer handling skills Provide L1 technical guidance in activities associated with identification, prioritization & resolution of reported problems through Phone, Email & Chat. Typically, the associate level participates in a supportive role by acting as a liaison between customers & departments within the Client Infrastructure. Good troubleshooting knowledge of MS Windows, PC Hardware, Browser , MS Office & COTS applications etc. Basic Qualifications: Helpdesk Sr. Analyst at Grade-7 position in Service Desk Must be a Graduate. Good communication skills with 12+ months of international calling experience Good comprehension & writing skills Must possess excellent customer handling skills Should be comfortable to work in rotational shift with 24x7 support window

Req ID: 325692 We are currently seeking a Helpdesk Senior Associate - L2 technical guidance to join our team in Noida, Uttar Pradesh (IN-UP), India (IN). Position Overview : At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company"™s growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring, the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here. NTT DATA, Inc. currently seeks an "Helpdesk Associate" to join our team in "Noida" Roles and responsibilities Position's General Duties and Tasks Required. Candidate should be technically sound with Windows Troubleshooting with registry edit (No Boot, No internet, optimization), MAC (optimization, mac troubleshooting), MDM, Autopilot Devices Setup, SCCM, Amazon Workspaces, Citirx , Active Directory (basic troubleshooting), Outlook troubleshooting, Printer Troubleshooting, External Monitor troubleshooting & docking station, Network drives. Typically, the Analyst level participates in a supportive role by acting as a liaison between customer and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner. ShiftRotational shift. QualificationGraduate with relevant experience/knowledge in a technical support role. Knowledge of troubleshooting Windows 10, Win 8 Operating system, PC Hardware, Basic Knowledge of Internet Explorer, Networking, Messaging, and MS Office, COTS applications etc. Must be able to speak fluent English; possess excellent writing and comprehension skills with excellent customer handling skills.

Job Summary This is for CWR conversion. Join our dynamic team as a Systems Engineer where you will play a crucial role in maintaining and optimizing our IT infrastructure. With a focus on networking incident management and service desk operations you will ensure seamless service delivery. This hybrid role offers rotational shifts providing flexibility while supporting our global operations. Responsibilities Manage and maintain networking systems to ensure optimal performance and connectivity across the organization. Oversee incident management processes swiftly addressing and resolving technical issues to minimize downtime. Provide exceptional service desk support assisting users with technical queries and troubleshooting hardware and software problems. Utilize Service Now to track and manage incidents ensuring timely resolution and accurate documentation. Collaborate with cross-functional teams to implement and support Windows-based systems and applications. Monitor system performance and security proactively identifying and mitigating potential risks. Develop and maintain technical documentation ensuring all processes and procedures are clearly outlined. Assist in the deployment and configuration of new systems and software ensuring seamless integration with existing infrastructure. Conduct regular system audits and assessments to ensure compliance with organizational standards and policies. Participate in continuous improvement initiatives identifying opportunities to enhance service delivery and operational efficiency. Provide training and support to end-users empowering them to effectively utilize IT resources. Contribute to the development and implementation of IT policies and procedures aligning with industry best practices. Support the hybrid work model by ensuring remote access solutions are reliable and secure. Qualifications Demonstrate proficiency in networking with the ability to manage and troubleshoot complex network environments. Exhibit strong incident management skills with a proven track record of resolving technical issues efficiently. Possess experience in service desk operations with a focus on delivering exceptional customer service. Show expertise in using Service Now for incident tracking and management. Have a solid understanding of Windows operating systems and related technologies. Display excellent communication and interpersonal skills with the ability to work effectively in a team environment. Certifications Required ITIL Foundation is a plus

Location: Gurugram (India) Employment Type: Full Time Salary: Dependent on Experience + Extensive Benefits Package SSP is a leading software company specialising in delivering innovative and comprehensive solutions for the insurance industry. Our cutting-edge technology supports insurers, brokers, and underwriters in optimizing their operations, enhancing customer experiences, and driving business growth. With a strong presence across multiple continents, SSP operates in regions including Europe, Asia, Australia and North America. Our global reach and local expertise enable us to address the unique needs of diverse markets, providing tailored solutions that empower our clients to stay ahead in a rapidly evolving industry. As a part of the Volaris Group , a leading provider of software and services, our company has the advantage of being owned by Constellation Software , a renowned and established international company. With the support of Volaris Group and the backing of Constellation Software, we have the resources to invest in our people, products, and services to continue improving and growing our business. Our focus remains on delivering innovative solutions to our clients, building strong relationships, and providing value to our stakeholders. We are an equal opportunity employer and welcome applicants from all backgrounds. We do not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, marital status, or any other protected characteristic protected. Our hiring decisions are based on merit and the qualifications of everyone. We are dedicated to creating a supportive environment where everyone can thrive and contribute to their fullest potential. If you need adjustments during the application or interview process, please let us know. Join us in our mission to create a workplace that reflects our Global workforce and the diverse world we live in and where everyone has an equal opportunity to succeed. Want to want to work with great people, in modern offices and can progress and develop your career? Our team is growing, so we are on the lookout for a passionate NOC Associate to join our NOC team at our Gurugram office. This position will be in hybrid mode and you will be required to work from office at least 2/3 days in a week(or as suggested by the Reporting Manager). WED LIKE TO MEET A NOC ASSOCIATE WITH: At least 1-2 yrs. of work experience in a relevant role Experience of working on a Service Desk, analyzing and resolving client issues. This includes familiarity with the use of SQL and/or database manipulation techniques used in data conversions Experience on Dynatrace would be desirable Knowledge of Insurance Industry would be desirable A working knowledge of one or more specified operating systems appropriate for SSP’s needs would be desirable Demonstrable knowledge of ITIL standards ITIL qualified to Foundation Level or significant experience working in a similar role in an ITIL environment Strong verbal and written communication skills Organized and methodical in the approach to routine and administrative matters Should be comfortable with 24*7 shift. THE NOC ASSOCIATE RESPONSIBILITIES INCLUDE: Contributes to the availability management process and its operation and performs defined availability management tasks Analyses service and component availability, reliability, maintainability and serviceability Ensures that services and components meet and continue to meet all their agreed performance targets and service levels Implements arrangements for disaster recovery and documents recovery procedures Conducts testing of recovery procedures Assists in the investigation and resolution of issues relating to applications Assists with specified maintenance procedures ACCOUNTABILITY Monitoring and troubleshooting servers, network, operating system and proprietary software issues, identifying severity and impact of any alerts and managing through to resolution Manage incident trouble tickets, ensuring they are regularly updated with meaningful technical analysis and next action timeframes Coordinate open incident trouble tickets, liaising with other stakeholders to ensure minimum disruption and downtime to customers Monitor all scheduled batch activity through to successful completion Identify and recommend enhancements to monitoring and alerting systems where appropriate Implement approved changes to infrastructure and application systems out of hours where required Assist in the production of NOC documentation including support guides, knowledge base articles and procedures Participate in the seamless transfer of information from one shift to the next

Job Summary We are seeking a Technical Lead with 6 to 9 years of experience to join our dynamic team. The ideal candidate will possess expertise in Service Desk and UAM with a strong background in computational biology cheminformatics or bioinformatics. This hybrid role offers the opportunity to work in a collaborative environment driving innovation and efficiency in day-to-day operations. Responsibilities Lead the service desk team to ensure efficient and effective resolution of user issues and requests. Oversee the implementation and management of user access management (UAM) protocols to maintain security and compliance. Provide technical guidance and support to team members fostering a culture of continuous learning and improvement. Collaborate with cross-functional teams to integrate computational biology cheminformatics and bioinformatics solutions into existing systems. Develop and maintain documentation for service desk processes and procedures to ensure consistency and clarity. Monitor and analyze service desk performance metrics to identify areas for improvement and implement corrective actions. Ensure timely and accurate communication with stakeholders regarding service desk activities and outcomes. Drive the adoption of best practices in service desk operations to enhance user satisfaction and operational efficiency. Support the development and implementation of training programs for service desk staff to enhance their technical skills and knowledge. Facilitate the resolution of complex technical issues by coordinating with relevant teams and leveraging domain expertise. Contribute to the strategic planning and execution of IT initiatives that align with organizational goals and objectives. Ensure compliance with industry standards and regulations in all service desk activities. Utilize domain expertise in computational biology cheminformatics or bioinformatics to drive innovation and enhance service offerings. Qualifications Possess a strong background in service desk operations and user access management. Demonstrate expertise in computational biology cheminformatics or bioinformatics. Exhibit excellent problem-solving and analytical skills. Show proficiency in managing and leading technical teams. Display strong communication and interpersonal skills. Have a proven track record of implementing process improvements. Be adept at working in a hybrid work model.

Warm Greetings, Job Title: Technical Support Chat Process Client: Leading Global Tech Brand Location: Whitefield, Bangalore Shift: US Rotational Shifts (5 Days Working) Job Description: We are hiring Technical Chat Support Executives with prior experience in international chat processes. The role involves providing technical assistance and troubleshooting for Apple products (Mac, iPhone, iPad, etc.) via live chat. This is an excellent opportunity for tech-savvy professionals with strong communication skills and a passion for solving customer issues. Eligibility Criteria: Experience: Minimum 6 months of experience in international chat support (mandatory) Education: Any graduate Skills Required: Strong written and verbal communication skills (English) In-depth technical knowledge and troubleshooting ability (especially on Apple devices like Mac) Good problem-solving and customer handling skills Willingness to work in US rotational shifts Work Mode: Work from Office (Whitefield, Bangalore) Process: Technical Chat Support Shift: US Rotational Shifts Working Days: 5 days/week (2 rotational offs) CTC: Up to 4.8 LPA + Attractive Incentives Immediate Joiners Only How to Apply: Call and book your interview slot: 7829336202 / 7829336034 / 9380300644 /6360905880

TCS has been a great pioneer in feeding the fire of Young Techies like you. We are a global leader in the technology arena and there's nothing that can stop us from growing together. We are delighted to invite you for a discussion to get to know more about you and your professional experience. The interview will be in person. Venue details Date: 14th June 2025 Timing: 10:00 Am-2:00 PM Location: Tata Consultancy Services, Assotech Business Cresterra, TCS Yamuna Tower, VI, Plot No.22, Noida-Greater Noida Expy, Sector 135, Uttar Pradesh 201301 Carry updated resume, any govt ID printout and one passport size photo. Required Information Details Job Description Role- Desktop support / O365 / Laptop support Location of Requirement Noida Desired Competencies Must-Have Proven experience as a help desk technician . Ability to diagnose and resolve basic technical issues. Basic understanding of computer systems. Customer-oriented and cool-tempered. 2 years' experience in the Helpdesk/Desktop support. Good Communication Skills Basic technical Knowledge. Good-to-Have Experienced resources with good communication knowledge. Responsibility of / Expectations from the Role 1 Resolving incoming client and personnel IT queries on phone. 2 Prioritizing and resolving IT concerns and escalating serious issues to relevant stakeholders. 3 Collaborating with internal departments to ensure that IT needs are met. 4 Documenting processes and maintaining service desk records. 5 Asking questions about the problem and explaining possible solutions 6 Dealing with problems for hardware, such as servers, computers and printers, and software programs

Exp - Min 2 Years in Spanish Language With Hands on exp on Service Desk Domain- Technical Support Must Have a Certification of Spanish Location- Pune CTC - UPTO 6 to 8LPA Immediate Joiners WFO | 5 Dday's working | 2 Day's Rotational off US Shifts

Greetings from Infosys BPM Ltd., We are hiring for Service Desk - International Voice Process in Pune, please walk-in for the interview on 13th and 14th June 2025 at Kolkata. Note: Please carry a copy of this email to the venue. Work Location for this job role is in Pune. Interview Time: 10 AM to 1 PM Interview Date: 13th and 14th June 2025 Interview Venue: Infosys Limited Plot No IIIG/2,P. S-New Town, Kolkata -700135 (Hatisala) Education Qualification: Full-time graduation / Post graduation Shifts: 24*7 rotational shifts Please find below Job Description for your reference: Infosys BPM Ltd. is hiring for (Service Desk- Voice, Pune) Role: Service Desk - International Voice Shift: 24/7 Location: Pune (Work from office) Experience: 1 - 2 Years Job Description Excellent communication skills to attend/resolve client issues on calls/chat/mail. Experience in using ticketing tools such as Service now, Remedy, control M will be added advantage Experience of resolving queries utilizing voice skill on any of VPN, Drivers, O365, driver installations, Active directory General support knowledge of Operating systems across various platforms and basic concepts of networking, cloud computing Productivity applications like Microsoft office tools. Open to work in 24*7 and work from office environment Analytical problem solvers who will understand issues and to resolve customer issues Problem solving skills and quick thinking to own & resolve customers issues independently, thoroughly & efficiently Being proactive and show the utmost respect for customers time Good time management, ensuring all contacts with customers add value Work from Office Must adhere and non-negotiables : Excellent in communication Comfortable working in US shift 24*7, flexible shifts 100% WFO, no hybrid Preferred Qualifications : Any Graduate Documents to Carry: Carry a print out your updated resume. Carry any 2 photo Identity proof (PAN Card/Driving License/Voters ID card/Passport). All original education documents needs to be available for verification.(10th, 12th, Graduation(Sem Wise Marksheet, CMM. Provisional and Original Degree) Pointers to note: Please do not carry laptops/cameras to the venue as these will not be allowed due to security restrictions. Original Government ID card is must for Security Clearance Regards, Infosys BPM Talent Acquisition | INFY HR

Key Responsibilities: Proactively monitors the work queues. Performs operational tasks to resolve all incidents/requests in a timely manner and within the agreed SLA. Updates tickets with resolution tasks performed. Identifies, investigates, analyzes issues and errors prior to or when they occur, and log all such incidents in a timely manner. Captures all required and relevant information for immediate resolution. Provides second level support to all incidents, requests and identifies the root cause of incidents and problems. Communicates with other teams and clients for extending support. Executes changes with clear identification of risks and mitigation plans to be captured into the change record. Follows the shift handover process highlighting any key tickets to be focused on along with a handover of upcoming critical tasks to be carried out in the next shift. Escalates all tickets to seek the right focus from CoE and other teams, if needed continue the escalations to management. Works with automation teams for effort optimization and automating routine tasks. Coaches Service Desk and L1 teams for technical and behavioural skills. Establishes monitoring for client infrastructure. Identifies problems and errors before they impact a clients service. Leads and manages all initial client escalation for operational issues. Contributes to the change management process by logging all change requests with complete details for standard and non-standard including patching and any other changes to Configuration Items. Ensures all changes are carried out with proper change approvals. Plans and executes approved maintenance activities. Audits and analyses incident and request tickets for quality and recommends improvements with updates to knowledge articles. Produces trend analysis reports for identifying tasks for automation, leading to a reduction in tickets and optimization of effort. May also contribute to support on project work as and when required. May work on implementing and delivering Disaster Recovery functions and tests. Performs any other related task as required. Knowledge and Attributes: Ability to communicate and work across different cultures and social groups. Ability to plan activities and projects well in advance, and takes into account possible changing circumstances. Ability to maintain a positive outlook at work. Ability to work well in a pressurized environment. Ability to work hard and put in longer hours when it is necessary. Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting. Ability to adapt to changing circumstances. Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey. Additional skills proficiency such as (but not limited to) - Pulse Secure SSL VPN Virtual Juniper, Palo Alto, Fortinet Firewalls Cisco Nexus switches, ASR and ISR routers Cisco ACS, ISE Meraki switches and access points Enterprise network architecture Common routing protocols: BGP,OSPF, EIGRP Network address translation Configuring, monitoring and troubleshooting uplinks to ISPs for DIA, MPLS and P2P circuits Familiarity with common network management and monitoring tools such as SecureCRT, Logic Monitor Academic Qualifications and Certifications: Bachelor's degree or equivalent qualification in IT/Computing (or demonstrated equivalent work experience). CCNP or equivalent certification. Certifications relevant to the services provided (certifications carry additional weightage on a candidates qualification for the role). Required Experience: Moderate level of relevant managed services experience. Moderate level knowledge in ticketing tools preferably Service Now.

Role & responsibilities Supervision and Leading : Lead and mentor a team of Level 1 Support Technicians, ensuring they follow best practices and meet performance targets. Schedule shifts, allocate tasks, and manage workload distribution among team members. Provide training and support for team members to enhance their technical and customer service skills. Issue Resolution : Handle escalated or complex technical issues, guiding team members in resolving them. Monitor ticket queues and ensure that support requests are addressed. Customer Service : Maintain a customer-centric approach, ensuring a high level of customer satisfaction. Act as a point of contact for customers with challenging issues and work to achieve resolution while maintaining a positive customer experience. Documentation and Reporting : Ensure that all support activities are accurately documented, and knowledge bases are kept up-to-date. Generate regular reports on support team performance and identify areas for improvement. Collaboration : Collaborate with other support levels and departments to resolve issues that require Level 2 or Level 3 support. Quality Assurance : Implement quality assurance and monitoring processes to ensure consistent and high-quality support services. Preferred candidate profile * Bachelor's degree in a related field (or equivalent work experience). * Proven experience in a Level 1 or technical support role. * Strong leadership and team management skills. * Excellent problem-solving and communication skills. * Proficiency in relevant software and tools, specially DMS, ERP, or CRM tools. * Knowledge of ITIL or other IT service management frameworks is a plus.