This Ruknaaz Patel from ALOIS Solutions. We have an excellent job opportunity for the position of IT Service Desk with our end client for Chennai location .
Role: IT Service Desk Level 1 / Level 2
Process: International Technical Voice Support
Experience:
L1: 1 Year to 4 Years
Work Location: Chennai
Working Mode: Work from Office
Working Days: 5 days a week
Shift: 24x7 Rotational Shifts (Cab will provided for Night shift within radius of 20 Kms)
Joining: Immediate joiners preferred maximum 15 days
About the Role:
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 guidelines
Kindly revert back with the below information and an updated copy of your resume if you are int
📌 It Service Desk Specialist (Chennai)
🏢 ALOIS Solutions
📍 Chennai
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