/Dear Candidate,

Greeting of the day!!!

This is Ruknaaz Patel from ALOIS Solutions. We have an excellent job chance for the position of IT Service Desk / Technical Support with our end client for Trivandrum/ location .

Role: IT Service Desk Level 1 / Level 2

Process: International Technical Voice Support

Experience:

- L1: 6 months to 3 years
- L2: 3 to 7 years

Work Location: Trivandrum , Kerala Working Mode: Work from Office

Working Days: 5 days a week

Shift: 24x7 Rotational Shifts (Cab will provided for Night shift within radius of 20 Kms)

Joining: Immediate joiners preferred maximum 15 days

About the Role:

Key Skills & Requirements:

- Prior experience in voice-based (International Voice Support) Service Desk support
- Comfortable working in a call support environment
- Proficient with ticketing tools (preferably ServiceNow)
- Working knowledge of Active Directory and RSA Token
- Experience in troubleshooting VPN, Citrix, and VDI-related issues
- Basic proficiency in MS Office applications.

Roles & Responsibilities:

- Ensure high login efficiency and availability to support customer needs
- Handle and resolve tickets within defined SLAs for volume and turnaround time
- Manage inbound calls, which constitute approximately 90% of daily tasks
- Maintain compliance with quality standards (voice, accent,



technical monitoring), regulatory norms, and company policies
- Respond to user queries via phone, email, instant messaging, and ticketing systems
- Assign incidents/work orders to relevant support teams and follow through to closure
- Diagnosing and resolving issues through user interaction, log analysis, research, and troubleshooting
- Deliver Level 1 remote desktop support and execute tasks as per SOPs
- Drive positive customer experience and satisfaction through First Call Resolution, minimal AHT, and reduced reopen/rejection rates
- Update work logs accurately and adhere to escalation protocols and process guidelines.

Kindly revert back with the below information and an updated copy of your resume if you are interested in this position at [email protected] [email protected]

- Full Name:
- Contact Number:
- Alternate Number:
- Email ID:
- Current Company name (Pay roll):
- Total Experience:
- Relevant Experience:
- Current Location:
- Preferred location:
- Official Notice Period:
- How soon can you join:
- Current CTC:
- Expected CTC:
- Reason of Change:
- Any interviews or offers in pipeline:
- Highest Education:
- Date of Birth:

📌 It Service Desk Specialist (Thiruvananthapuram)
🏢 ALOIS Solutions
📍 Thiruvananthapuram