Service Desk Analyst

Frontline Managed Services; Goa; On-site; INR 300,000 - 450,000; Full time

Job summary

Frontline Managed Services, based in India, Goa, seeks a Service Desk professional to be the first point of contact for clients with technical issues. You will diagnose problems, perform preliminary research, and use remote access tools, while ensuring clear communication and thorough ticket documentation.

The role emphasizes a bachelor’s degree, 2 years of general office experience, and 2 years of customer service experience, with strong English reading and speaking skills.

Qualifications

• Bachelor’s degree is a must.
• 2 years of general office experience.
• 2 years of customer service experience.
• Clear English communication during calls.
• Read and write English.

Responsibilities

• Serve as the initial contact for reporting technical issues and inquiries.
• Diagnose client problems and perform preliminary research using available resources.
• Communicate with requesters in a clear, professional manner per guidelines.
• Follow steps using remote access and related tools to resolve issues.
• Document requests in the ticketing system and track incidents through resolution.
• Escalate unresolved issues to Team Leads.
• Identify outages or problems and inform Team Leads promptly.

Skills

Customer service

English communication

Typing / keyboard skills

Education

Bachelor’s degree

Job description

Welcome to Frontline Managed Services® – where innovation, technology, and efficiency converge to redefine the landscape of IT, Financial, and Administrative Managed Services for legal and professional service firms. As pioneers in the industry, we are driven by a relentless commitment to excellence.

Position Overview

As a member of the Service Desk Team, you will be the first point of contact for clients experiencing technical issues. You will diagnose problems quickly and accurately while performing standard, preliminary research. You will use a variety of remote access, user admin, and related tools.

At Frontline Managed Services, we understand that not everyone comes to us with a wealth of IT experience. That's why we provide industry-leading training to get you up to speed.

What You’ll Do

• Serve as the initial contact for reporting technical issues, and answering questions regarding upgrades, installations, and other software/hardware/network issues.
• Effectively communicate with requesters in a clear, positive, and professional manner (in accordance with frontline MS script, spelling, grammatical, and related guidelines);
• Accurately diagnose client technical issues; gather the necessary information; and perform standard, preliminary research using all relevant available resources.
• Effectively implement the steps found in available resources by following the instructions and using a variety of remote access, user admin, and related tools.
• Clearly and thoroughly document requests for assistance in our ticket management system, and track incidents through to resolution/escalation (per client guidelines);
• Escalate unresolved issues to Team Leads.
• Identify potential outages and other problems (via information gathering, ticket trends, etc.) and communicate the information to Team Leads in a timely manner.

What You Bring

• Bachelor’s degree is a must
• 2 years of general office experience
• 2 years of customer service experience
• Dexterity in using the computer keyboard and mouse while seated at a desk is required. Specific vision abilities required by this job include close vision, depth perception and ability to focus.
• Ability to perform computer functions and to operate basic office equipment.
• Must be able to speak English clearly and be articulate via calls; be able to read and write English.

Join Us

At Frontline Managed Services, we celebrate different backgrounds, experiences, and perspectives. We are committed to building a team that reflects the clients and communities we serve.

“We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.”