It Service Desk Specialist

Alois Solutions; Thiruvananthapuram; On-site; INR 300,000 - 420,000; Full time

Benefits offered by this job

Night shift cab facility

5-day work week

Job summary

Alois Solutions in Trivandrum, Kerala, invites applications for IT Service Desk Level 1/2. This role covers international voice support from our Trivandrum location with 5-day work weeks and 24x7 rotational shifts. Immediate joiners preferred; cab facility available for night shifts within 20 Kms. Working from office.

You will handle high-volume inbound calls, resolve tickets within SLAs, and provide basic remote desktop support per SOPs.

Qualifications

• Prior experience in international voice-based service desk support.
• Proficient with ticketing tools, preferably ServiceNow.
• Working knowledge of Active Directory and RSA Token.

Responsibilities

• Ensure login efficiency and availability to support customer needs.
• Handle and resolve tickets within defined SLAs.
• Manage inbound calls, which constitute the majority of daily tasks.
• Maintain compliance with quality standards and company policies.
• Respond to user queries via phone, email, instant messaging, and tickets.
• Assign incidents/work orders to relevant teams and follow through to closure.
• Diagnose and resolve issues via user interaction, log analysis, and troubleshooting.
• Provide Level 1 remote desktop support per SOPs.
• Drive customer satisfaction through First Call Resolution and reduced reopen rates.
• Update logs and adhere to escalation protocols.

Skills

Voice support

Active Directory

RSA Token

VPN troubleshooting

Citrix

MS Office

Tools

ServiceNow

Job description

/Dear Candidate,

Greeting of the day!!!

This is Ruknaaz Patel from ALOIS Solutions. We have an excellent job opportunity for the position of IT Service Desk / Technical Support with our end client for Trivandrum/ location .

Role:

IT Service Desk Level 1 / Level 2

Process:

International Technical Voice Support

Experience:

• L1: 6 months to 3 years
• L2: 3 to 7 years

Work Location:

Trivandrum , Kerala

Working Mode:

Work from Office

Working Days:

5 days a week

Shift:

24x7 Rotational Shifts (Cab will provided for Night shift within radius of 20 Kms)

Joining:

Immediate joiners preferred maximum 15 days

Key Skills & Requirements:

• Prior experience in voice-based (International Voice 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.