Technical I, Global Service Desk (TCF)

Concentrix; Gurugram District; On-site; INR 350,000 - 520,000; Full time

Job summary

Concentrix in India seeks a Technical I, Global Service Desk to provide first level and intermediate technical support for end users in a 24x7 environment. You will troubleshoot issues, manage incidents, and ensure quality service in a fast-paced setting.

Responsibilities include supporting Google Cloud Platform, AWS, and Citrix, Windows OS, and VDI/remote desktop solutions, with strong emphasis on customer service and ITSM adherence.

Qualifications

• Experience delivering technical support to end users in a fast-paced environment.
• Familiarity with cloud platforms and enterprise applications.
• Knowledge of Windows operating systems and remote access tools.
• Understanding of ITSM practices and ticketing processes.

Responsibilities

• Provide first level and intermediate technical support to end users.
• Support cloud platforms: Google Cloud Platform, AWS and Citrix.
• Support Windows OS and enterprise applications.
• Install, configure, and troubleshoot softphones, VDI environments, and remote desktop solutions.
• Handle break/fix issues, system errors, access problems, and connectivity issues.
• Incident & Service Management: Manage Priority 1/Severity 1 incidents with minimal disruption.
• Log, track, update, and close tickets within SLA and ITSM processes.
• Escalate issues with proper documentation to resolver groups.
• Quality & Compliance: Monitor calls, chats, and emails to ensure quality.
• Participate in internal quality audits and process improvements.
• Maintain adherence to client policies.
• Deliver exceptional customer service with a professional, solution-oriented approach.
• Communicate clearly with end users, leadership, operations, quality teams, and client stakeholders.
• Maintain knowledge of client programs, systems, and service expectations.
• Complete all mandatory training within the timeframe.
• Conduct regular 1:1 meetings with manager and direct reports.

Skills

Cloud platforms

GCP & AWS

Citrix

Windows OS

VDI

Remote desktop

ITSM

Customer service

Job description

Job Description

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

Job Title

Technical I, Global Service Desk (TCF)

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.

The global technology and services leader that powers the world's best brands, today and into the future. We're solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we're the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

In our Information Technology and Global Security team, you will deliver the latest technology infrastructure, transformative software solutions and industry-leading global security for our staff and clients. You will work with the best in the world to design, implement and strategize IT, security, application development, innovation, and solutions in today's hyperconnected world. You will be part of the technology team that is core to our vision of develop, build and run the future of Integrated Services.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we're proud to be recognized with awards such as "World's Best Workplaces," "Best Companies for Career Growth," and "Best Company Culture," year after year.

We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are.

Join us and be part of this journey towards greater opportunities and brighter futures.

The Technical I - Global Service Desk Engineer is responsible for providing first level and intermediate technical support to end users. This role involves troubleshooting complex technical issues, handling high severity incidents, ensuring SLA adherence, and delivering a high standard of customer experience in a 24x7 operational environment.

Key Responsibility

• Technical Support & Troubleshooting:
• Provide comprehensive technical support for:
• Cloud platforms: Google Cloud Platform, AWS and Citrix
• Operating Systems (Windows) and enterprise applications
• Perform installation, configuration, and troubleshooting of:
• Softphones, VDI environments, and remote desktop solutions
• Handle break/fix issues, system errors, access problems, and connectivity issues.
• Incident & Service Management:
• Manage and resolve Priority 1 / Severity 1 incidents, ensuring minimal business disruption.
• Accurately log, track, update, and close tickets within defined SLA and ITSM processes.
• Escalate issues to appropriate resolver groups when required, with proper documentation.
• Quality & Compliance:
• Monitor and evaluate inbound/outbound calls, chats, and emails to ensure quality standards.
• Participate in internal quality audits and process reviews to identify gaps and improvement opportunities.
• Maintain strong adherence and compliance with organizational and client policies.
• Stakeholder & Client Interaction
• Deliver exceptional customer service with a professional, solution-oriented approach.
• Communicate clearly with end users, leadership, operations, quality teams, and client stakeholders.
• Maintain strong knowledge of client programs, systems, and service expectations.
• Complete all assigned, mandatory training within the timeframe provided
• Conduct and/or participate in regularly scheduled 1:1 meetings with direct manager and/or direct reports