IT Service Desk Specialist

Work Locations: Noida | Chennai | Bangalore | Hyderabad

Experience: 6 Months to 4 Years

Work Mode: Work from Office (5 Days a Week)

Shift: 24x7 Rotational Shifts

Role: IT Service Desk Specialist

Key Skills & Requirements

- Mandatory experience in voice-based IT Service Desk support, preferably handling international voice or call support.
- Comfortable working in a high-volume, customer-facing call support workplace.
- Hands-on experience with ticketing tools, preferably ServiceNow.
- Working knowledge of Active Directory (AD) and RSA Token.
- Experience in troubleshooting VPN, Citrix, and Virtual Desktop Infrastructure (VDI) issues.
- Basic knowledge of MS Office applications.
- Strong verbal and written communication skills with a customer-centric approach.
- Willingness to work in 24x7 rotational shifts and from the office five days a week.

Roles & Responsibilities

- Ensure high login efficiency and availability to meet business and customer support requirements.
- Handle and resolve incidents and service requests within defined Service Level Agreements (SLAs), ensuring timely resolution and turnaround.
- Manage inbound calls, which account for approximately 90% of daily responsibilities.
- Provide technical support and respond to user queries through phone, email, instant messaging, and ticketing systems.
- Diagnose and troubleshoot technical issues through user interactions, log analysis, research, and appropriate troubleshooting techniques.




- Deliver Level 1 and Level 2 remote desktop support in accordance with established Standard Operating Procedures (SOPs).
- Troubleshoot issues related to Active Directory, RSA Token, VPN, Citrix, and VDI environments.
- Assign incidents and service requests to the appropriate support teams and ensure timely follow-up until closure.
- Maintain compliance with quality standards, including voice quality, accent, technical monitoring, regulatory requirements, and company policies.
- Focus on improving customer experience through First Call Resolution (FCR), optimized Average Handling Time (AHT), and reduced ticket reopen and rejection rates.
- Maintain accurate ticket documentation, work logs, and case updates.
- Follow defined escalation procedures, support processes, and operational guidelines to ensure seamless service delivery.

Experience and Budget :- 0.6 months to 1 Years :- offered ctc 3.5-4 LPA

1.1 years to 4 years : offered ctc 5.5-5.8 LPA

Interested candidates are requested to share their updated resume along with the following details at [email protected] [email protected] [email protected]

- Full Name:
- Contact Number:
- Email ID:
- Total Experience:
- Relevant IT Service Desk Experience:
- International Voice Support Experience:
- Current Location:
- Preferred Work Location:
- Current CTC:
- Expected CTC:
- Notice Period:

Please mention "IT Service Desk Specialist" in the email subject line.

📌 It Service Desk Analyst (Bengaluru)
🏢 ALOIS Solutions
📍 Bengaluru