Service Desk Specialist

About the Role:

IT Support Specialist

Key Responsibilities:

• Respond to customer queries and technical issues via

  email, chat, and phone

  in a timely and professional manner.
• Analyze and understand customer issues, resolve at the first level or escalate to the appropriate internal team.
• Ensure

  SLA and KPI targets

  are consistently met or exceeded.
• Provide

  voice-based support

  as required by the client.
• Accurately log incidents and service requests, and maintain documentation.
• Collaborate with internal and cross-functional teams to drive quick and effective issue resolution. Deliver high levels of

  customer satisfaction

  through proactive communication and issue follow-up.
• Willingness to work during weekends or extended hours, depending on business needs.

Required Skills & Qualifications:

• ITIL Foundation Certification Mandatory

• Strong

  verbal and written communication skills

• Excellent

  customer service and interpersonal skills

• Flexibility to work in

  rotational shifts

  , including night shifts and weekends
• Comfortable with

  voice support

• Ability to

  understand, troubleshoot, and route technical issues

  appropriately
• Basic understanding of

  systems, networks, and backup operations

• Strong

  collaboration and coordination skills

  across multiple teams
• Ability to work effectively in a

  high-pressure, fast-paced 24x7x365 environment

To Apply:

shalini.s@vailexa.com