Senior Service Desk Associate Company: Gratitude Inc Job Location: Gurugram, Haryana, India Employment Type: Full-time Experience Required: 1 - 5 years Salary: 40,00058,333 a month Senior Service Desk Associate (Technical Service Representative) Location: Gurgaon Experience: 15 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 6080 WPM .

Experience in troubleshooting and resolving complex technical issues using SOPs. Familiarity with support methodologies and case lifecycle management. Robust 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. Strong 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. .

Industry

BPO / Call Center

📌 Senior Service Desk Associate (Gurugram)
🏢 Gratitude
📍 Gurugram