Senior Service Desk Associate (Technical Service Representative)

Location: Gurgaon
Experience: 1–5 Years
Band: BPO1 / BPO2
Salary: Up to ₹7 LPA
Job Code: 430805

Job Overview

We are looking for a Senior Service Desk Associate to provide customer-facing technical support through phone, email, and chat. The role involves troubleshooting technical issues, managing support cases, meeting Service Level Objectives (SLOs), and ensuring a high-quality customer experience.

Key Responsibilities

- Respond to customer technical support queries through phone, email, and chat.

- Diagnose, troubleshoot, resolve, and track customer issues efficiently.

- Meet defined response and resolution timelines as per SLOs.

- Maintain high customer satisfaction and adhere to quality standards.

- Use the knowledge base and SOPs to identify and communicate root causes.

- Provide effective customer-facing technical support and issue resolution.

- Follow defined support methodologies and case lifecycle processes.

- Document troubleshooting steps, resolutions, and case details accurately.

Mandatory Skills

- Strong verbal and written communication skills.

- Typing speed of 60–80 WPM .

- Experience in troubleshooting and resolving complex technical issues using SOPs.





- Familiarity with support methodologies and case lifecycle management.

- Strong analytical and problem-solving skills.

- Knowledge of any ticketing/helpdesk tool.

- Basic knowledge of ITIL concepts.

Good to Have

- 6+ months of experience in Infrastructure, Storage, or Service Desk support.

- Hands-on experience with Google Workspace products, including:

- Gmail

- Google Calendar

- Google Meet

- Google Drive

- Google Docs

- Google Sheets

- Google Slides

- Gemini

- NotebookLM

- Google Keep

- Google Sites

- Google Forms

- AppSheet

- Google Workspace Administrator Certification is an added advantage.

Preferred Candidate Profile

- 6 months to 2 years of relevant technical support or service desk experience.

- Comfortable providing customer-facing technical support across multiple channels.

- Solid troubleshooting, issue-analysis, and resolution capabilities.

- Ability to work effectively in an SLA/SLO-driven support environment.

- Good documentation and communication skills.

Eligibility

- Ex-TCS employees are not eligible to apply.

- PAN and Date of Birth are required for profile creation.

📌 Senior Service Desk Associate (Gurugram)
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