Shift: 24x7 Rotational Shifts, 5 Days work from Office only
Key Skills & Requirements:
- Prior experience in voice-based (International Voice Support) Service Desk support
- Comfortable working in a call support workplace
- 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 guidelinesRole & responsibilities
Preferred candidate profile
📌 It Service Desk Analyst (Thiruvananthapuram)
🏢 ALOIS Solutions
📍 Thiruvananthapuram
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