It Service Desk Engineer

Tekishub Consulting Services; Dadri; On-site; INR 300,000 - 600,000; Full time

Job summary

Tekishub Consulting Services in Noida is seeking an experienced service desk professional with 1–3 years of voice-based support experience. The role requires working in a 24x7 shift, office-based environment, handling inbound calls and ticketing with ServiceNow.

Strong AD, VPN/Citrix/VDI and MS Office skills are expected. You will manage tickets within SLAs, resolve issues via logs and remote sessions, and strive for first-call resolutions while maintaining compliance with quality standards and

Qualifications

• 1–3 years of experience in voice-based service desk support.
• Education: graduation is acceptable.
• Prior exposure to international voice support is preferred.

Responsibilities

• Ensure high login efficiency and availability to support customer needs.
• Handle and resolve tickets within defined SLAs for volume and turnaround time.
• Manage inbound calls, which constitute approximately 90% of daily tasks.
• Maintain compliance with quality standards (voice, accent, technical monitoring), regulatory norms, and company policies.
• Respond to user queries via phone, email, instant messaging, and ticketing systems.
• Assign incidents/work orders to relevant support teams and follow through to closure.
• Diagnosing and resolving issues through user interaction, log analysis, research, and troubleshooting.
• Deliver Level 1 remote desktop support and execute tasks as per SOPs.
• Drive positive customer experience and satisfaction through First Call Resolution, minimal AHT, and reduced reopen/rejection rates.
• Update work logs accurately and adhere to escalation protocols and process guidelines.

Skills

Voice support

Ticketing tools

Active Directory

VPN/Citrix/VDI

MS Office

Education

Graduation

Tools

ServiceNow

Job description

Required - Exp 1 yrs - 3 yrs

Education – Any Graduation

Location – Noida

Shift: 24x7 Rotational Shifts, 5 Days work from Office only

Key Skills & Requirements:

• Prior experience in voice-based (International Voice/Call Support) Service Desk support


• Comfortable working in a call support environment


• Proficient with ticketing tools (preferably ServiceNow)


• Working knowledge of Active Directory and RSA Token


• Experience in troubleshooting VPN, Citrix, and VDI-related issues


• Basic proficiency in MS Office applications

Roles & Responsibilities:

• Ensure high login efficiency and availability to support customer needs


• Handle and resolve tickets within defined SLAs for volume and turnaround time


• Manage inbound calls, which constitute approximately 90% of daily tasks


• Maintain compliance with quality standards (voice, accent, technical monitoring), regulatory norms, and company policies


• Respond to user queries via phone, email, instant messaging, and ticketing systems


• Assign incidents/work orders to relevant support teams and follow through to closure


• Diagnosing and resolving issues through user interaction, log analysis, research, and troubleshooting


• Deliver Level 1 remote desktop support and execute tasks as per SOPs


• Drive positive customer experience and satisfaction through First Call Resolution, minimal AHT, and reduced reopen/rejection rates


• Update work logs accurately and adhere to escalation protocols and process guidelines