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 (India)
🏢 ALOIS Solutions
📍 India
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