Service Desk Associate

Job Description

Service Desk Associate Service Desk Associate Location: Mumbai Experience: 4 years to 10years Interview Mode: Online Drive Interview Date: 26th June 2025 (Thursday) Interview Time: 3: 00 PM to 5: 00 PM Must Have:  Queue Management – Timely case acceptance & acknowledgement, categorization, resolution and reassignment  Search the knowledge base for incident resolution procedure  Ensure that all support tickets are updated with the correct and complete information  Own incident resolution at all times and keep user informed of status  Provide ETA for delayed streams/Process  Analyze and troubleshoot a wide range of queries via phone or chat  Escalate the incident to next line of support in case procedure does not exist; or application of procedure does not resolve incident  Walk the customer to the problem solving process  Maintain ownership of Incidents till closure, ensuring status update and resolution according to SLAs / KPIs  Knowledge Sharing / Cross Training of applications  Experience in Application support would be an add-on.  Experience in Technical or Semi Technical voice process would be an added advantage.  Maintain interaction quality and adhere to Call Quality standards such as: o Initial greeting & Customer acknowledgment o Use of courteous statements, Displayed empathy o Listening effectively o Quality of voice tone and pitch including rate of speech o Effective probing questions o Use of positive words o Ending of call - additional help/thanked o Call resolution/outcome o Overall professionalism and call satisfaction  Proven experience as a helpdesk technician or other customer support role  Ability to clearly communicate in English, both written and verbal  Ability to diagnose and resolve basic technical issues  Ability to learn and apply technical and industry-specific information into troubleshooting  Aptitude to identify problems, research and analyze the situation, and make appropriate recommendations/decisions  Ability to multi-task in a fast paced environment with great attention to detail and strong organizational skills  Ability to listen, think, and type at the same time  Must be a self-starter and have the ability to prioritize workload within an assigned schedule  Knowledge of L1/ 1.5 technical services  Worked on various ticketing tools like Jira, SNOW, HP  Understand the ITIL Framework and related IT Governance.  Knowledge on Active Directory and exchange server administration  Operating Systems: Microsoft Windows (7, 10)  Knowledge of troubleshooting OS issues, virus, malware and other issues in windows environment. Roles & Responsibilities:  Handling IT incidents and requests received.  Incident logging using the Service-Now, HPSM and Tieto Ticketing Tool and managing and prioritizing workload.  Handling Escalation matrix between support teams.  Creating Knowledge Articles for troubleshooting 15 years of Full time Education