It Service Desk Analyst

Alois Solutions; Dadri, Chennai, Bengaluru; On-site; INR 350,000 - 580,000; Full time

Job summary

Alois Solutions in Noida is seeking an IT Service Desk Specialist for work from office with a 5-day week. You will handle high-volume voice support, resolve incidents, and provide Level 1/2 remote desktop support across VPN, Citrix, and VDI.

The role requires ServiceNow experience, Active Directory and RSA Token knowledge, and strong communication skills. You should be prepared for 24x7 rotational shifts and SLA-driven service delivery.

Qualifications

• Mandatory voice-based IT service desk experience.
• Experience with ServiceNow ticketing.
• Knowledge of Active Directory and RSA Token.
• Experience troubleshooting VPN, Citrix, and VDI.
• Excellent verbal and written communication.

Responsibilities

• Ensure high login efficiency and availability to meet business and customer support requirements.
• Handle and resolve incidents and service requests within defined 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 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.

Skills

Voice-based support

Call center experience

High-volume support

Active Directory

RSA Token

VPN issues

Citrix

VDI

MS Office

Strong communication

Shift work

Ticketing tools

Tools

ServiceNow

Remote Desktop

VPN client

Citrix

VDI

MS Office

Job description

Job Description 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 environment.
• 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