Thiruvananthapuram, Kerala
Job Summary
The Service Desk Agent (English) acts as the first point of contact for end users, providing Level 1 IT support across voice, email, and chat channels. The role focuses on incident resolution, request fulfillment, customer satisfaction, and SLA adherence, while ensuring professional communication and accurate documentation within the ITSM system.
Key Responsibilities
Service Desk Operations Serve as the first point of contact for end users via phone, email, and chat in English. Log, categorize, prioritize, and resolve incidents and service requests within agreed SLAs. Provide first‑call resolution (FCR) wherever possible and ensure proper ownership until closure. Escalate unresolved or complex issues to Level 2 / Level 3 support teams following defined escalation procedures. Technical Support Provide troubleshooting support for: Windows OS (Windows 7 / 10 / 11) MS Office applications (Outlook, Word, Excel, PowerPoint) Basic network connectivity, VPN, printers, and peripherals Password resets and user access management Documentation & Compliance Accurately update tickets, worklogs, and resolution notes in the ITSM tool. Adhere to quality standards, security policies, and ITIL processes. Contribute to knowledge base articles and continuous service improvement initiatives. Customer Experience Ensure a positive customer experience through clear communication and timely resolution. Maintain professional etiquette and empathy while handling customer interactions.
Skill Requirements
Technical Skills Basic to intermediate knowledge of Windows OS, MS Office, and end‑user computing. Familiarity with ITSM tools (e.g., ServiceNow or equivalent). Understanding of incident, request, and escalation processes. Language & Communication Fluent verbal and written communication in English (B2 level or above). Strong customer handling and problem‑solving skills.
Other Requirements
Willingness to work in rotational shifts, including weekends and holidays as per business needs. Ability to work in a fast‑paced, 24x7 support environment. Strong team orientation with a proactive and learning mindset.
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