IT Service Desk Technical Support

Alike Thoughts; Navi Mumbai, Mumbai, Bengaluru; On-site; INR 600,000 - 800,000; Full time

Job summary

Alike Thoughts is seeking an IT Service Desk / Contact Center Operations professional to manage end-user support within an SLA-driven environment. The candidate will bring hands-on experience with Windows, Microsoft 365, VPN, AD, Intune/SCCM, and ServiceNow, and will communicate effectively with stakeholders while driving continuous improvement in governance and metrics.

Engagement includes collaboration with client IT leadership to report trends, risks, and improvement plans, and participation

Qualifications

• Experience in IT Service Desk and contact center operations.
• Proven SLA-driven managed services outsourcing delivery experience.
• Hands-on knowledge of Windows 10/11, Microsoft 365, VPN, AD/Azure AD, Intune/SCCM.
• Familiarity with ServiceNow for incident, request, change handling.

Skills

IT Service Desk

SLA management

Outsourcing delivery

Tools

Windows 10/11

Microsoft 365

VPN

Active Directory

Azure AD

Intune/SCCM

ServiceNow

Power BI

Job description

IT Service Desk / Contact Center Operations JD

Must Have

Experience

• Experience in IT Service Desk Technical Support Contact Center operations
• Proven experience in an SLA driven managed services outsourcing delivery environment

Technical Skills

• Hands-on expertise across End User Computing Windows 10/11 Microsoft 365 VPN Active Directory Azure AD Intune/SCCM
• Strong working knowledge of ServiceNow Incident Request Change Knowledge modules
• Deep understanding of Contact Center ecosystem ACD IVR call routing omnichannel support Voice Chat Email Portal

Governance Communication

• Excellent written and verbal communication in English ability to articulate technical issues to nontechnical stakeholders
• Proven track record of creating and presenting governance decks PowerPoint with data visualizations trend analysis action trackers at WORMS/RQBR forums
• Strong stakeholder management managing expectations communicating risks and driving improvement plans with client IT leadership

Process Frameworks

• ITIL v3/v4 Foundation certified or equivalent working knowledge
• Strong understanding of Quality Metrics call/chat audits agent scorecards
• Demonstrated ability to drive Continual Service Improvement CSI initiatives backed by data

Good to Have

AI Automation Knowledge

• Awareness of AI driven Service Desk tools ServiceNow Virtual Agent Microsoft Copilot Power Virtual Agents NICE Enlighten RTIG Genesys Agent Assist
• Exposure to intelligent automation Power Automate PowerShell/Ansible based autoremediation API driven integrations
• Understanding of Voice AI platforms call summarization realtime transcription agent coaching
• Awareness of AI ticket analytics autocategorization sentiment analysis predictive routing knowledge recommendations
• Familiarity with emerging trends in Agentic AI and Generative AI for ITSM

Technical Addons

• Basic scripting knowledge PowerShell Bash or Python for automation use cases
• Experience with Power BI Excel advanced analytics or ServiceNow Performance Analytics for dashboarding and reporting

Leadership Addons

• Experience designing individual development plans IDPs and certification roadmaps for team members
• Track record of implementing shift-left self-service adoption strategies that reduced ticket volumes
• Participation in audit and compliance reviews with demonstrated ticket hygiene and documentation discipline