Key Responsibilities

• Smart Triage: Log and route incoming tickets using AI classification tools.

• Issue Resolution: Fix routine problems like password resets, account unlocks,

and M365 errors.

• Knowledge Management: Create and update KEDB documents for AI-

searchable support guides.

• SLA Tracking: Monitor queues and meet strict response and resolution

deadlines.

• Diagnose, troubleshoot and either resolve or escalate to second-line / specialist

teams with full, high-quality notes; own the ticket through to closure.

• Experience, reporting & continual improvement Keep users updated with

clear, jargon-free communication; support shift handovers, contribute to trend /

CSAT reporting.

Candidate Requirements

• Essential Skills:





Remote helpdesk experience with high-volume contact setting

- Hands-on troubleshooting of Microsoft 365 / Office (Outlook, Teams,

OneDrive) and Windows11 end-user issues.

- Experience with Active Directory / Entra ID account actions password

resets, unlocks, and group membership.

- Experiencing using ITSM Ticketing tool (Service Now/ Jira) to log and

manage incidents and requests.

- Working experience in SLA driven environment
- Excellent customer-service skills, telephone manner and written

communication.R

📌 Looking For Service Desk Agent For Bangalore location (Karnataka)
🏢 STL Digital
📍 Karnataka