Job Title

Face-to-Face Walk-in Interview – Weekend Drive (28th Feb 2026)Position Overview (Job Summary): Service DeskThe L1 Service Desk Analyst is responsible for delivering first‑level technical support through voice and ticket-based interactions. The role involves troubleshooting user issues, managing inbound support calls, working with ticketing tools, and ensuring adherence to SLAs, quality standards, and operational processes. This is a customer‑facing role requiring strong communication skills, technical aptitude, and the ability to work in 24x7 rotational shifts.Mandatory/Primary Skills:Prior experience in International Voice-based Service Desk SupportStrong communication skills and comfort in a call support environmentProficiency in ServiceNow or similar ticketing toolsKnowledge of Active Directory and RSA Token managementTroubleshooting skills in VPN, Citrix, and VDIBasic proficiency in MS Office applicationsSecondary Skills:Basic remote desktop support skillsAbility to analyze logs and conduct preliminary troubleshootingKnowledge of escalation procedures and process complianceSub Band with Experience Details:E1.2 — Experience: 0.6 years to 3 yearsRole and Responsibilities (As per band):Key Responsibilities:Ensure high login efficiency and availability to meet customer support requirementsHandle and resolve tickets within agreed SLAs for volume and turnaround timeManage inbound voice calls, representing approximately 90% of daily tasksProvide First Call Resolution (FCR) and work toward minimal AHT and reduced reopen/rejection ratesDeliver Level 1 remote desktop support following defined SOPsDiagnose and resolve issues through user interaction, log analysis, and researchRespond to user queries via phone, email, instant messaging, and ticketing systemsAssign incidents/work orders to the appropriate support teams and follow through to closureMaintain compliance with voice and technical quality standards, regulatory norms, and organizational policiesAdditional Responsibilities:Maintain accurate work logs and documentationFollow escalation protocols and ensure timely updates to customersContribute to customer satisfaction through professional communication and problem-solvingEducational Qualification:Any Graduation