Service Desk Specialist

Role Overview: As a candidate with 1 to 3 years of experience in International Voice Support, you will be responsible for resolving Mobility related Application, Desktop/General system, Outlook, VPN, Citrix, VDI, MS Office/O365, and Telecom related issues. Your role will also involve handling escalated calls from the L1 team, resolving tickets within agreed SLA, adhering to quality standards and regulatory requirements, ensuring positive customer experience, updating worklogs, and efficiently handling all queues towards case closure. Experience in Telecom will be considered as an added advantage. Key Responsibilities: - Resolving issues related to Mobility applications, Desktop systems, Outlook, VPN, Citrix, VDI, MS Office/O365, and Telecom - Handling escalated calls from the L1 team - Resolving tickets within agreed SLA - Adhering to quality standards and regulatory requirements - Ensuring positive customer experience through defined resolution rate and minimum AHT - Updating worklogs - Efficiently handling all queues towards case closure Qualifications Required: - 1 to 3 years of experience in International Voice Support - Excellent communication skills - Experience in resolving technical issues related to Mobility applications, Desktop systems, Outlook, VPN, Citrix, VDI, MS Office/O365, and Telecom - Experience in Telecom will be an added advantage,