Job Summary

We are seeking an articulate, customer-centric, and technically inclined International Helpdesk Executive to serve as the primary point of contact for our global clientele and internal teams. In this role, you will provide Tier-1/Tier-2 technical support, handle IT service desk tickets, troubleshoot system and network queries, and deliver exceptional customer service via phone, chat, email, and remote desk sessions. The ideal candidate possesses flawless English communication skills, strong problem-solving abilities, and comfort working in 24/7 rotational international shifts.

Key Responsibilities1. Technical Support & Issue Resolution

- First-Contact Resolution (FCR): Act as the first point of contact for international end-users logging technical queries, software glitches, hardware issues, or system access requests.
- Troubleshooting: Diagnose and resolve Tier-1 and basic Tier-2 technical issues related to Windows/Mac OS, Microsoft 365, Active Directory, VPN connectivity, email client configurations, and basic network setups.
- Remote Assistance: Use remote desktop tools (e.g., AnyDesk, TeamViewer, Bomgar) to troubleshoot user devices securely.
- Incident Escalation: Categorize, prioritize, and escalate unresolved tickets to Tier-3 engineering teams or vendor support while tracking them through to final resolution.

2. Service Desk Operations & Documentation

- Ticketing Management: Record, log, track, and update all user inquiries and incidents using ITSM tools (e.g., ServiceNow, Jira Service Desk, Zendesk, Remedy).
- Process Adherence: Strictly follow standard operating procedures (SOPs), ITIL framework practices, and escalation matrices.
- Knowledge Base Maintenance: Create and update Knowledge Base (KB) articles, FAQs, and troubleshooting scripts for common issues.

3. Customer Relationship & SLA Compliance

- SLA Adherence:



Ensure all incoming incidents and requests meet target Service Level Agreements (SLAs) for initial response and resolution times.
- Client Communication: Maintain transparent, empathetic, and professional verbal/written communication in neutral/global English accents.
- Status Updates: Keep global stakeholders updated on ongoing outages, scheduled maintenance, and ticket statuses.

Key Requirements & QualificationsMandatory Criteria

- Education: Bachelor’s degree in Computer Science, Information Technology, Engineering, or relevant diploma/certifications.
- Experience: 1–4 years of experience working in an international technical helpdesk, IT service desk, or global voice/non-voice support environment.
- Shift Flexibility: Must be comfortable working in 24/7 rotational shifts, including night shifts (US/UK/Australia business hours) and weekend coverage.

Technical Skills Required

- Hands-on knowledge of Microsoft 365 administration, Active Directory (user creation, password resets, group policies), and Office suite applications.
- Understanding of basic networking principles: TCP/IP, DNS, DHCP, VPN, and wireless setups.
- Familiarity with ITSM ticketing platforms (ServiceNow, Jira, Zendesk) and remote desktop management tools.
- Optional Certifications (Preferred): ITIL v4 Foundation, CompTIA A , CompTIA Network , or Microsoft Certified: Modern Desktop Administrator.

Soft Skills & Language Proficiency

- Flawless English Skills: Excellent spoken and written English with a neutral accent and strong business etiquette.
- Active Listening & Empathy: Ability to remain calm, patient, and polite when dealing with non-technical or frustrated users under high call volumes.
- Multi-tasking: Ability to document ticket details accurately while conversing with customers on live calls or chats.

Pay: ₹25,000.00 - ₹31,000.00 per month

Benefits

- Provident Fund

Work Location: In person

📌 International Helpdesk Executive (Kalyani Nagar)
🏢 Radhika Provision
📍 Kalyani Nagar