Sr Associate - Service Desk ( SD1 )

Microland; Bengaluru; On-site; INR 300,000 - 450,000; Full time

Job summary

Microland is seeking a support professional in Bengaluru to manage and resolve complex technical issues via phone, email, or chat. The role emphasizes delivering timely solutions and collaborating with internal teams to improve service quality.

You will also contribute to knowledge base articles, analyze service desk metrics, and participate in ongoing training to enhance skills and knowledge, supporting continuous improvement across the service desk.

Responsibilities

• Manage and resolve complex technical issues through phone, email, or chat support.
• Provide timely and effective solutions to customer inquiries and concerns.
• Collaborate with internal teams to resolve escalated issues and improve overall service quality.
• Develop and maintain knowledge base articles to document resolutions to common issues.
• Analyze and report on service desk metrics to identify areas for improvement.
• Participate in training and development programs to enhance skills and knowledge.

Job description

• Manage and resolve complex technical issues through phone, email, or chat support.
• Provide timely and effective solutions to customer inquiries and concerns.
• Collaborate with internal teams to resolve escalated issues and improve overall service quality.
• Develop and maintain knowledge base articles to document resolutions to common issues.
• Analyze and report on service desk metrics to identify areas for improvement.
• Participate in training and development programs to enhance skills and knowledge.