Company Name: VARITE India Private Limited

About The Client:

An Indian multinational information technology (IT) consulting company headquartered in Noida, The company has offices in 52 countries and over 225,944 employees. The Client is a global IT services and consulting company that offers a wide range of services and products across various industries like IT Infrastructure Services, Cybersecurity Services, Cloud Services, Big Data and Analytics, Internet of Things (IoT) Solutions, Semiconductor Services and Enterprise Software Products.
About The Job:

1.) L1 SD JD (E1.1/E1.2)
Required - Exp – 0.6 yrs - 3 yrs
Education – Any Graduation
Shift: 24x7 Rotational Shifts, 5 Days work from Office only

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

📌 Service Desk Hyderabad
🏢 VARITE
📍 Hyderabad