Lucknow, Uttar Pradesh
Job Summary
The Senior Service Desk Agent serves as the primary point of contact for end-user IT support while providing advanced troubleshooting, ticket management, and operational guidance to the Service Desk team. The role ensures timely resolution of incidents, adherence to SLA targets, high customer satisfaction, and continuous service improvement initiatives.
Job Responsibilities : Incident & Request Management Act as the first point of contact for users via phone, email, chat, and self-service portals. Log, classify, prioritize, and resolve incidents and service requests accurately. Troubleshoot hardware, software, network, VPN, email, Office 365, and application-related issues. Monitor ticket queues to ensure SLA compliance and timely resolution. Escalate complex incidents to L2/L3 support teams while maintaining ownership until closure. Handle Major Incident communications and business escalations when required. [Employee C...1 agent JD | Word], [ Hiring: ...proactive | Viva Engage], [Incident M...escription | Word] Technical Support Support Windows operating systems, Microsoft Office applications, Active Directory, remote access tools, and collaboration platforms. Perform password resets, account unlocks, software installations, and permission management. Diagnose network connectivity, printer, and endpoint-related issues. Utilize ITSM tools such as ServiceNow for ticket management and reporting. [Service_De...quirements | Word], [ Hiring: ...proactive | Viva Engage] Team Leadership & Quality Coach and mentor junior Service Desk Agents. Conduct ticket quality reviews and provide feedback. Assist supervisors in workload balancing and queue management. Participate in knowledge-sharing sessions and team training initiatives. Support shift handovers and operational governance activities. [Incident M...escription | Word] Process Improvement Maintain and update knowledge base articles and troubleshooting guides. Identify recurring issues and recommend automation or permanent fixes. Participate in Problem Management and Root Cause Analysis activities. Drive First Call Resolution (FCR) and customer satisfaction improvements
Key Responsibilities
Skill Requirement : Technical Skills Windows 10/11 Administration Microsoft 365 / Outlook Active Directory & Azure AD ServiceNow or similar ITSM tools VPN & Remote Access Support Basic Networking (TCP/IP, DNS, DHCP) Remote Support Tools Incident, Problem & Change Management awareness Soft Skills Excellent verbal and written communication Strong customer service orientation Analytical and problem-solving abilities Leadership and mentoring capability Time management and multitasking Stakeholder management and escalation handling
Other Requirement : Experience 4–7 years of experience in IT Service Desk / Technical Support. Experience handling priority incidents and business-critical users. Working knowledge of ITIL processes preferred. Qualifications Bachelor\'s degree in Computer Science, Information Technology, or relevant field. ITIL Foundation Certification preferred. ServiceNow certification is an added advantage
Job Description : Key Performance Indicators (KPIs)\\\\r\\\\n\\\\r\\\\nSLA Compliance\\\\r\\\\nFirst Call Resolution (FCR)\\\\r\\\\nAverage Resolution Time\\\\r\\\\nCustomer Satisfaction (CSAT)\\\\r\\\\nTicket Backlog Management\\\\r\\\\nKnowledge Base Contribution\\\\r\\\\nEscalation Reduction Rate
Skill Requirements
1. Proficient In Arabic And English, With Strong Verbal And Written Communication Skills.
2. Solid Understanding Of Windows Operating Systems And Remote Desktop Support Tools.
3. Familiarity With Ticketing Systems And Service Desk Operations.
4. Good Problem-Solving Skills With A Focus On Customer Service.
5. Basic Knowledge Of Networking Concepts And Troubleshooting Methodologies.
Other Requirements
1. Itil Foundation Certification (Optional But Valuable).
2. Comptia A+ Certification (Optional But Valuable)
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