Senior Associate - Customer Interaction ...

Gus Education (India) Llp; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Comprehensive medical insurance

Cab facilities to/from workplace

Generous leave package including 45+休

Job summary

GUS Education India (GEI) is seeking an IT Service Desk Senior Associate to act as the primary contact for users seeking technical support. You will handle calls, emails, and tickets, provide 1st and 2nd line incident management, and coordinate with IT teams to restore service promptly.

The role emphasizes customer-focused service, adherence to SLAs, and ongoing development through ITIL practices, SCCM/PowerShell tooling, and Active Directory/Office 365 administration.

Qualifications

• Degree in IT or related field or equivalent experience.
• Experience in an IT service desk or helpdesk environment is preferred.
• Excellent English communication and documentation skills.

Responsibilities

• Serve as the primary contact for users needing technical support and ensure prompt resolution.
• Respond to calls, emails, and tickets and log incidents adhering to SLAs.
• Provide 1st and 2nd line incident management and escalate when required.
• Collaborate with cross-functional teams to ensure smooth IT operations.

Skills

Active Directory

Office 365

Troubleshooting

Communication

ITIL basics

Education

Graduation/Equivalent Course

Tools

SCCM Administration

PowerShell

MS Teams Administration

SharePoint Administration

Group Policy

Job description

Senior Associate - Customer Interaction ...

GUS11714

• GEI
• India

Posted On 03 Sep 2026

End Date 11 Sep 2026

Required Experience 2 - 5 years

Skills

Active Directory office 365 Computer Troubleshooter

Graduation/Equivalent Course

Job Description

JOB DESCRIPTIONJob Title

IT Service Desk Senior Associate

Date

12-June-2025

Function

Information Technology

IT Service Desk Head

Brand

ULaw

About GUS Education India (GEI)

• GUS Education India (GEI) is a service wing of Global University Systems (GUS) based in Europe. In India, we are a full-service digital marketing agency that delivers scalable online marketing services to Global University Systems’ and its associated brands.
• As a frontrunner in building digital eminence for a fleet of academic brands, GUS Education India is a rapidly growing organization that believes in achieving success through innovation.

Nature of The Job

• An IT Service Desk Senior Associate serves as the primary point of contact for users requiring technical support, ensuring efficient resolution of IT-related issues and enhancing user satisfaction. The role is essential for maintaining smooth IT operations and delivering a positive user experience within the organization.
• The role includes assisting users over Calls, emails and tickets providing prompt and efficient service.
• Respond to requests for support by providing information to enable problem resolution and promptly allocate unresolved calls as appropriate.

Job Purpose

• The IT Service Desk Associate – Ulaw is responsible for providing quality support.
• To provide the highest quality, professional 1st and 2nd line incident management to staff and students by following customer focused procedures

Organizational Structure

IT ServiceDesk Asst. Manager

IT ServiceDesk Team Leader

IT ServiceDesk Senior Associates

Client Service

• Develop and maintain effective relationships with students, tutors, external visitors, colleagues, suppliers, and other stakeholders to ensure they are dealt with in a professional manner.
• Actively monitor TopDesk, e-mail, telephone, and all other call reporting channels for messages and respond in a professional and timely manner to calls from all customers.
• Categorize, prioritize, and assign tickets as per defined procedures.
• To relate complex technical information to customers with varying levels of technical understanding in English via telephone and email.
• To efficiently and accurately log incidents received via phone, email. And through proactive service resolve issues on first contact, thereby facilitating prompt restoration of service.

Teamwork

• Support colleagues to provide an efficient, flexible, proactive customer-focused service.
• Sharing insights and solutions to common technical issues with their colleagues, creating a collaborative environment for problem-solving.
• When an issue cannot be resolved at the first level of support, an IT Service Desk Trainee reaches more senior technical staff to escal and resolve the problem. Teamwork is crucial in ensuring that the critical incidents are handled smoothly.

Team Management

• Not Applicable

Professional Skills

• Understanding of computer systems, networks, software, and hardware components (e.g., printers, servers, desktops) is fundamental along for an ITSD Senior Associate.
• Take ownership of complex IT incidents and service requests, providing timely and effective resolution.
• Should possess a combination of technical expertise and good communication skills to ensure smooth process execution without the need for escalations.
• Keep up to date with the latest IT knowledge and trends.
• Take part in any IT training on existing or new systems for the University to improve personal development skills.
• Understanding the ITIL framework and following best practices for logging, tracking, and resolving incidents.
• Multitasking: Managing multiple service requests along with other IT Tasks simultaneously without compromising on the quality of support.
• Provide expert-level support for software and other IT related issues.
• Demonstrates the ability to methodically prioritize tasks and manage conflicting priorities in a calm, reliable, and punctual manner.
• Ability to deal with frequent interruptions to tasks.
• Flexibility in working hours required includes weekends and changes in shift at short notice.
• Guide and provide necessary support to the Junior Associates and ensure SLA compliance.
• Collaborate with cross-functional teams to ensure smooth transitions and minimal disruption.

KRA’sKPI’sDuplicate Calls/Total Number of calls answered vs missed

• A high FTF rate and Total Number of Calls indicates that the service desk agents are skilled and knowledgeable enough to address issues without the need for escalation or additional follow-up.
• Adhering to schedule to reduce the number of abandoned and missed calls.
• Call Abandon rate should not exceed 1%.

Ticket Documentation & Call Quality

• Focusing on comprehensive ticket documentation and ensuring high call quality, effectively addressing user issues, enhancing customer satisfaction, and optimizing overall support operations.
• Ensuring high call quality, effectively address user issues, and optimize overall support operations.
• Ensure timely initial responses to customer incidents and service requests in accordance with SLA requirements to maintain high levels of customer satisfaction and operational efficiency.
• An IT Service Desk Associate is expected to provide an initial response to the customers based on Priority of the incidents created (P1, P2, P3, P4) as per the SLA.

Mean time to resolve (MTTR) critical incidents

• The critical incidents should be resolved within a Mean Time to Resolve (MTTR) of four (4) hours, calculated over a calendar month.
• The MTTR metric includes the business hours only.
• MTTR performance should align with organizational SLAs and contribute to overall service quality and customer satisfaction.
• Ensure high levels of customer satisfaction by delivering prompt, and effective support for IT incidents and service requests.
• Maintain a minimum average Customer Satisfaction rating of 4 out of 5 positive responses.

Learning & Development

• Constant upskilling and learning through classroom or other platforms.
• ITSD Sr. Associates are required to complete a minimum of 24 hours of training and learning portal engagement annually to support professional growth and skill enhancement.

The Key Result Areas (KRAs) and Key Performance Indicators (KPIs)should be assessed biannually to ensure that the person carrying out the job is consistent performance aligned with Potential challenges in measuring performance due to complexities in organizational processes that hinder target achievement need to be considered.

Desired Profile

Qualification

• Degree or Equivalent in relevant IT subject or relevant IT experience.

Skills

• Excellent Oral and written communication skills in English
• SCCM Administration
• App-V Package Creation
• PowerShell
• Active Directory
• Group Policy
• Good Technical Knowledge of Windows 7/8/10 and Microsoft Office 2010/2013/2016 MCP qualifications
• MS Teams Business Administration
• Office365 Administration
• SharePoint Administration
• Team Worker

Experience

• Experience within a customer service role.
• Previous experience in a technical helpdesk role, preferably in an academic or legal environment.
• ITIL processes; Incident, Problem and Change Management.
• Solid knowledge of 1st and 2nd line experience of supporting a wide range of software packages, operating systems, and other services.
• Troubleshooting PCs, webcams, visualisers, data projectors and other technical equipment.
• Experience of supporting mobile devices; Android, iPhones, iPads Tablets etc.
• Active Directory administration
• Experience or ability of documenting processes and procedures for users and internal Knowledge Bases.

GUS Values

• GEI is an equal opportunity employer and encourages applicants from diverse backgrounds to apply.
• There is an expectation that employees will maintain the values of the Group and will comply with the code of conduct as well as equality, diversity, health, safety policies of the company.
• At GUS Education India, GEI we truly believe that diverse culture, backgrounds, and experiences drive innovation.
• This role is a full-time position with a competitive salary and benefits package.
• The company offers comprehensive medical insurance to its employees, which includes hospitalization, accidental insurance, term insurance and Gratuity, which is over and above the compensation.
• To make the daily commute easier, safer, and less stressful, the company provides cab facilities to its employees to and from the workplace within 30 kilometres radius.
• The company acknowledges the importance of mental and physical well-being and the need for rest and relaxation. Workdays are Monday to Friday and a comprehensive leave package for employee well-being is offered, which includes 5 days of medical leave, 5 days of casual leave, 24 days of earned leave, 1 day of Happiness Leave, apart from 10 days of statutory leave, totalling to 45 days’ time off in a year.