Job DescriptionService Desk Associate
NService Desk Associate
NLocation: Noida
NExperience: 2 years to 4years
NInterview Mode: Online Interview
NInterview Date: 17th Sep 2025 (Thursday)
NInterview Time: 12: 30 AM to 6: 00 PM
NMandatory: Service Desk Associate
NMust-Have:
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- Provide Level 1 support for all in scope of service via Phone/Chat/Email. N
- 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. N
- 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. N
- Monitor Incident or Problem status to facilitate Incident/Problem closure within defined service level standards or escalate in accordance with the escalation management process. N
- Develop, establish and maintain call prioritization guidelines and escalation procedures. N
- Provide a system's status recording with status information such as known Major Incidents and estimated recovery time. N
- ServiceNow Queue Management - Incident, Service Request, Problem & Change. N
- Ensure all the specified SLAs are met in accordance with the customer agreement. N
- Maintain and drive the call quality keeping customer satisfaction as priority. N
- Escalate customer concerns on a timely basis and follow up to closure. N
- Take end to end ownership of call and ticket to ensure timely closure and resolution. N
- Follow the quality parameters as specified by the quality protocol and process to be followed. N
- Comfortable with a 24x7shift schedule. N
- Positive Communication Skills N
- 100% Work from Office N
nKey responsibilities:
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- Knowledge ServiceDesk environment N
- Knowledge of ITSM Tool Service Now N
- Knowledge of ITIL Processes N
- Active Directory, ServiceNow, Office365, Windows Troubleshooting Skills N