Associate - Service Desk ( SD1 )

Microland; Bengaluru; On-site; INR 350,000 - 500,000; Full time

Job summary

Microland in Bengaluru, India seeks an Associate - Service Desk (SD1) to join our team. The role centers on delivering high-quality technical support via phone, email, or chat, troubleshooting complex issues, and maintaining service desk standards.

You will collaborate with internal teams, contribute to knowledge base articles, participate in on-call rotation, and help improve customer self-service. Strong communication, analytical, and incident management experience are essential.

Qualifications

• Strong understanding of service desk principles and practices.
• Excellent communication and problem-solving skills.
• Ability to work effectively in a fast-paced environment with multiple priorities.
• Strong analytical and troubleshooting skills.
• Experience with ticketing systems and incident management processes.
• Ability to adapt to changing situations and priorities.

Responsibilities

• Provide technical support and assistance to customers via phone, email, or chat.
• Troubleshoot and resolve complex technical issues efficiently.
• Collaborate with internal teams to resolve customer complaints and concerns.
• Develop and maintain knowledge base articles to improve customer self-service capabilities.
• Analyze customer feedback and suggest process improvements.
• Participate in on-call rotation for after-hours support as needed.

Skills

Service desk

Communication skills

Problem-solving

Ticketing systems

Incident management

Analytical skills

Job description

We are looking for a highly skilled and experienced Associate - Service Desk (SD1) to join our team. The ideal candidate will have a strong background in service desk operations and excellent communication skills.

Roles and Responsibility

• Provide technical support and assistance to customers via phone, email, or chat.
• Troubleshoot and resolve complex technical issues efficiently.
• Collaborate with internal teams to resolve customer complaints and concerns.
• Develop and maintain knowledge base articles to improve customer self-service capabilities.
• Analyze customer feedback and suggest process improvements.
• Participate in on-call rotation for after-hours support as needed.

Job Requirements

• Strong understanding of service desk principles and practices.
• Excellent communication and problem-solving skills.
• Ability to work effectively in a fast-paced environment with multiple priorities.
• Strong analytical and troubleshooting skills.
• Experience with ticketing systems and incident management processes.
• Ability to adapt to changing situations and priorities.

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