Service Desk Technician

Project Role: Service Desk Technician

Experience: 1-6 Years

Job Location: Bangalore/Noida(Hybrid)

Skills: IT Support, Service Desk Support, Chat Support, Ticketing

Shifts: Rotational

Job Description: Service Desk Technician

We are seeking a skilled and customer-focused Service Desk agents to join our technical support team. This role is critical in resolving complex system and application issues and ensuring a seamless support experience across multiple channels including chat, calls, and tickets.

Key Responsibilities

• Troubleshoot and resolve advanced technical issues related to systems, applications, and IT infrastructure.
• Maintain and update documentation such as knowledge base articles and FAQs.
• Manage incoming support requests via calls, chats, and tickets, escalating when necessary. Accurately escalate unresolved issues to the appropriate support teams.
• Track, route, and redirect problems to the correct resolver groups.
• Deliver exceptional customer service and strive to exceed customer expectations.
• Strong client-facing and communication skills.
• Advanced troubleshooting and multitasking capabilities.

Solid technical background with hands-on experience in:

• Operating Systems
• ISP and Networking
• Hardware and Outlook
• Common enterprise applications (e.g., MS Office, SharePoint)