It Service Desk Specialist (International voice process)

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

Job summary

Alois Solutions in Chennai invites applications for the IT Service Desk Level 1/2 role, handling international voice support for our end client.

The position requires 1–4 years of L1 experience, work from office in Chennai, 5-day weeks, 24x7 shift rotation with night support within 20 km, immediate joining.

Candidates should be proficient with ticketing tools (ServiceNow), Active Directory, VPN, Citrix, and MS Office, and comfortable in a fast-paced call center environment.

Qualifications

• Prior experience in voice-based International Voice Support Service Desk.
• 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.

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 troubleshootingDeliver 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

RSA Token

VPN

Citrix

VDI

MS Office

Tools

ServiceNow

Job description

Dear Candidate,

Greeting of the day!!!

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

Role: IT Service Desk Level 1 / Level 2

Process: International Technical Voice Support

Experience:

L1: 1 Year to 4 Years

Work Location: Chennai

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

About the Role:

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 troubleshootingDeliver 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