Dear Candidate,

Greeting of the day!!!

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

We can also consider candidates with experience in Customer Support, Helpdesk, or similar roles, provided they have excellent communication skills along with basic technical knowledge/experience.

Candidates with prior exposure to any ticketing tools or IT support processes can also be considered for the E1 (L1) band.

Role: IT Service Desk / Technical Support Level 1 / Level 2

Process: International Technical Voice Support

Experience:

- L1: 6 months 3 years
- L2: 3.1 5 years (up to 7 years considered)

Work Location: Trivandrum, Kerala

Face to face Interview Location: Trivandrum, Kerala

Interview Date: 5-September-2026 (Saturday) - Venue details will be shared with shortlisted candidates

Working Mode: Work from Office

Working Days: 5 days a week

Shift: 24x7 Rotational Shifts (Cab facility will be provided for night shifts within an applicable radius of 20 to 25 Kms, as per company policy)

Joining: Immediate joiners preferred maximum 30 days

For Chennai / Noida: Location and interview details will be confirmed separately.

Location & Face-to-Face Interview

Candidates currently residing in Trivandrum and nearby locations are encouraged to apply.

We can also consider candidates from Kollam, Nagercoil, Kanyakumari, Tirunelveli and nearby Kerala/Tamil Nadu locations, provided they are willing to attend the Face-to-Face interview in Trivandrum and relocate/commute for a Work-from-Office opportunity.

Nearby locations may include:

Thiruvananthapuram, Nedumangad, Neyyattinkara, Chirayinkeezhu, Kollam, Paravur, Kottarakkara, Punalur, Adoor, Pathanamthitta, Nagercoil, Kanyakumari, Tirunelveli and surrounding areas.

About the Role:

We are looking for experienced Service Desk Analysts / IT Technical Support / IT Helpdesk / Technical Customer Support / Customer Support professionals to provide technical voice support to global users in a fast-paced IT environment.





Candidates from Customer Support or Helpdesk backgrounds with strong communication skills and basic technical knowledge may also be considered for L1 opportunities.

If you have solid troubleshooting skills, excellent English communication, customer-handling experience, and a passion for IT support, this is the right opportunity for you!

Key Skills Required

- Basic Windows troubleshooting & administration
- Logical and analytical troubleshooting skills
- Strong English communication skills
- Understanding of IT Service Desk operations
- Knowledge of Active Directory & RSA Token
- Experience with ticketing tools (ServiceNow preferred)
- Troubleshooting VPN, Citrix, VDI, and network connectivity
- Basic knowledge of MS Office / Office 365

Roles & Responsibilities

L1 IT Service Desk

- Provide Level 1 technical support via calls, emails, and ticketing tools
- Manage inbound calls (approx. 90%) and resolve user queries
- Troubleshoot VPN, Citrix, VDI, and system access issues
- Reset passwords and manage Active Directory accounts
- Ensure tickets are resolved within defined SLAs
- Escalate complex issues to relevant teams
- Deliver strong customer experience and first call resolution

L2 IT Service Desk

- Handle escalated incidents from L1 team
- Troubleshoot Outlook, VPN, Citrix, VDI, and Office 365 issues
- Manage incidents via ServiceNow or similar ticketing tools
- Perform user account management and advanced troubleshooting
- Ensure adherence to SLA, KPI, and incident prioritization standards
- Maintain documentation, work logs, and compliance with company policies

Required Skills & Experience:

- Minimum 6 months of experience in International Voice Technical Support (US/UK process).
- Hands-on experience with IT Service Desk tools, MS Office, O365, and VPN.
- Basic understanding of networking concepts and system troubleshooting.
- Strong verbal and written communication skills.
- Willing to work in US Night Shifts and from office only (no work from home).

Who Can Apply?





Candidates from the following backgrounds are encouraged to apply:

IT Service Desk | IT Helpdesk | Helpdesk | Technical Support | IT Support | Desktop Support | Application Support | Product Support | Technical Customer Support | Customer Support | Voice Support

Candidates from Customer Support / Helpdesk / Technical Customer Support backgrounds can also be considered for L1 if they have:

- Excellent English communication skills
- Basic technical knowledge
- Basic troubleshooting ability
- Customer-handling experience
- Exposure to ticketing tools / CRM / support applications
- Willingness to work in an IT Service Desk environment

Interview Process:

3 Rounds:

a. SEG Round (Communication screening)

b. Technical Round

c. Client Round

About ALOIS Solutions (https://www.aloissolutions.com/):

ALOIS Solutions is a rapidly expanding Talent and Technology Solutions company providing staffing, workforce and technology solutions to organizations across multiple global markets.

We thrive on embracing challenges as catalysts for growth and innovation. Our core expertise lies in providing strategic and customized solutions to meet the evolving workforce and technology requirements of our clients.

ALOIS Solutions has a global presence across USA, Costa Rica, UK, Netherlands, Poland, India and Australia, with experience supporting organizations across multiple countries and industries.

We are committed to building strong, long-term partnerships while connecting talented professionals with rewarding career opportunities.

For more information: ALOIS Solutions - (https://www.aloissolutions.com/)

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] / [email protected]

- Full Name:
- Contact Number:
- Alternate Number:
- Email ID:
- Current Company name (Pay roll):
- Total Experience:
- Relevant Experience:
- Current Location:
- Preferred location:
- Official Notice Period:
- How soon can you join:
- Current CTC:
- Expected CTC:
- Reason of Change:
- Any interviews or offers in pipeline:
- Highest Education:
- Date of Birth:

📌 Walk-in || IT Service Desk / Technical Support / IT Helpdesk / Customer Support (Noida)
🏢 ALOIS Solutions
📍 Noida