Service Desk Associate
Service Desk Associate
Location: Noida
Experience: 2 years to 4years
Interview Mode: Online Interview
Interview Date: 17th Sep 2025 (Thursday)
Interview Time: 12: 30 AM to 6: 00 PM
Mandatory: Service Desk Associate
Must-Have:
Provide Level 1 support for all in scope of service via Phone/Chat/Email. Act as a single point of contact (SPOC) for all user requests, and resolve issues on first call, or route to the appropriate resolving support group. Perform active case management and be accountable for end-to-end delivery of requests that originate with them and is responsible for ensuring resolution is driven by all downstream support groups. Monitor Incident or Problem status to facilitate Incident/Problem closure within defined service level standards or escalate in accordance with the escalation management process. Develop, establish and maintain call prioritization guidelines and escalation procedures.
Provide a system's status recording with status information such as known Major Incidents and estimated recovery time. Service Now Queue Management - Incident, Service Request, Problem & Change. Ensure all the specified SLAs are met in accordance with the customer agreement. Maintain and drive the call quality keeping customer satisfaction as priority. Escalate customer concerns on a timely basis and follow up to closure. Take end to end ownership of call and ticket to ensure timely closure and resolution. Follow the quality parameters as specified by the quality protocol and process to be followed. Comfortable with a 24x7 shift schedule. Good Communication Skills 100% Work from Office Key responsibilities:
Knowledge Service Desk workplace Knowledge of ITSM Tool Service Now Knowledge of ITIL Processes Active Directory, Service Now, Office365, Windows Troubleshooting Skills 15 years of Continuous Education.