Role Descriptions:
Job Description:

Requires exceptional verbal and written communication skills as well as strong customer service and interpersonal skills.
Willingness to work in any shifts including night shifts.
Accountable to answer customer requests and assisting customer either by email/chat or over the phone.
Should be flexible for voice support.
Ability to understand customer issue and troubleshoot to resolve it as an FCR.
Must be a strong cross-team collaborator.
Requires the ability to thrive in a demanding, fast paced 24*7*365 operations support workplace.
Basic knowledge about Systems, backup and Network.
Ability to drive higher Customer Satisfaction and maintain the defined SLA's and KPI's.

Technical Skills -
Basic troubleshooting of Windows/Mac operating systems
Understanding of networking basics (DNS, DHCP, TCP/IP)
Experience with ticketing systems like Service Now(SNOW)
Knowledge of Active Directory and user account management




Familiarity with remote desktop tools
Office 365/Google Workspace support
Basic hardware troubleshooting (printers, laptops, desktops)
VPN and remote access troubleshooting
Basic understanding of ITIL processes

Soft Skills
Excellent verbal and written communication skills
Strong problem-solving and analytical skills
Customer-oriented mindset with patience and empathy
Ability to work under pressure and handle multiple tasks
Strong time management and organizational skills
Team collaboration and interpersonal skills

Good to have:
Service Now
Agile Methodology
Incident management
ITIL Foundation Certification (or higher)
CompTIA A+

Essential Skills: Service Desk Management

Skills: IT IS_Service Desk~Service Desk Management

Experience Required: 4-6Years

Location: MUMBAI

📌 107565-1 Service desk management (India)
🏢 Objectwin Technology India
📍 India