Service Desk Specialist
Posted Apr 6, 2026
Key Responsibilities:
- Ensure high login efficiency and availability to meet customer support requirements
- Handle and resolve tickets within agreed SLAs for volume and turnaround time
- Manage inbound voice calls, representing approximately 90% of daily tasks
- Provide First Call Resolution (FCR) and work toward minimal AHT and reduced reopen/rejection rates
- Deliver Level 1 remote desktop support following defined SOPs
- Diagnose and resolve issues through user interaction, log analysis, and research
- Respond to user queries via phone, email, instant messaging, and ticketing systems
- Assign incidents/work orders to the appropriate support teams and follow through to closure
- Maintain compliance with voice and technical quality standards, regulatory norms, and organizational policies
Qualification Required:
- Prior experience in International Voice-based Service Desk Support
- Strong communication skills and comfort in a call support environment
- Proficiency in ServiceNow or similar ticketing tools
- Knowledge of Active Directory and RSA Token management
- Troubleshooting skills in VPN, Citrix, and VDI
- Basic proficiency in MS Office applications
Key Responsibilities:
- Ensure high login efficiency and availability to meet customer support requirements