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 environment
- 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 workplace
- Excellent customer-service skills, telephone manner and written

communication.R

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