Dear Candidate,

Greeting of the day!!!

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

Required - Exp 1 year to 6 Year

Education Any Graduation

Location Noida

Interview Mode: Face to Face on 8th August'26

Shift: 24x7 Rotational Shifts, 5 Days work from Office only

Key Skills & Requirements:

- Proven experience in voice-based (International Voice Support) Service Desk support
- Willingness to work in a call support workplace
- Proficiency in ticketing tools (preferably ServiceNow)
- Strong troubleshooting skills for Outlook, VPN, Citrix, and VDI-related issues
- Advanced knowledge of MS Office and Office 365 suite

Roles & Responsibilities:

- Efficiently manage escalated calls from the L1 support team
- Resolve incidents within defined SLAs for volume and turnaround time
- Handle a high volume of inbound user calls (approx. 90% of daily tasks)
- Document and manage incidents and service requests using the Incident Management System
- Respond to user queries via phone, email, instant messaging, and ticketing platforms
- Assign tickets to appropriate support teams and ensure timely follow-up until resolution
- Diagnoses and resolve technical issues through user interaction,



log analysis, and research
- Provide Level 1 remote desktop support and execute tasks as per SOPs
- Perform user account management and escalate complex issues to specialized support teams
- Evaluate, analyze, and configure PC-based software applications (e.g., word processors, spreadsheets, email clients, etc.)
- Troubleshoot client-side software and basic network connectivity issues
- Prioritize and address customer complaints and technical problems effectively
- May assist in user/operator training or contribute to documentation of training procedures
- Adhere to quality standards (voice, accent, technical monitoring), regulatory guidelines, and company policies
- Drive customer satisfaction (CSAT) through effective resolution rates, minimal AHT, and reduced ticket reopening or rejections
- Maintain accurate worklogs and follow escalation protocols and compliance processes
- Manage support queues efficiently and work proactively toward ticket closure.

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],

[email protected].

📌 Walk-in || It Service Desk Analyst (Noida)
🏢 ALOIS Solutions
📍 Noida