Walk-in | IT Service Desk

Alois Solutions; Chennai District; On-site; INR 300,000 - 540,000; Full time

Benefits offered by this job

Cab facility for night shifts

Job summary

ALOIS Solutions seeks an IT Service Desk (L1/L2) professional for Chennai, with 3–10 years of experience. Work from office in Chennai (Sholinganallur interview). 24x7 rotational shifts, cab within 25-30 kms, immediate joiners preferred within 15 days.

The role requires voice-based international support, ticketing proficiency (ServiceNow), and strong troubleshooting for Outlook, VPN, Citrix, and VDI. 5-day work week; face-to-face interviews in Chennai.

Qualifications

• Proven experience in voice-based (International Voice/Call Support) service desk.
• Willingness to work in a call support environment.
• Proficiency in ticketing tools (preferably ServiceNow).
• Strong troubleshooting skills for Outlook, VPN, Citrix, and VDI-related issues.
• Advanced knowledge of MS Office and Office 365 suite.

Responsibilities

• Efficiently manage escalated calls from the L1 support team.
• Resolve incidents within defined SLAs for volume and turnaround time.
• Handle a high volume of inbound user calls.
• Document and manage incidents and service requests using the Incident Management System.
• Respond to user queries via phone, email, instant messaging, and ticketing platforms.
• Assign tickets to appropriate support teams and ensure timely follow-up until resolution.
• Diagnose and resolve technical issues through user interaction, log analysis, and research.
• Provide Level 1 remote desktop support and execute tasks as per SOPs.
• Perform user account management and escalate complex issues to specialized teams.
• Troubleshoot client-side software and basic network connectivity issues.
• Maintain accurate worklogs and follow escalation protocols.

Skills

Voice-based support

ServiceNow

Outlook/VPN/Citrix/VDI

MS Office 365

Tools

Ticketing tools

Job description

Dear Candidate,

Greeting of the day!!!

This isRuknaaz Patelfrom ALOIS Solutions. We have an excellent job opportunity for the position of IT Service Desk / Technical Support with our end client for Chennai location .

• Role: IT Service Desk (L1/L2)
• Process: International Technical Voice Support
• Experience: 3- 10 Years
• Work Location: Chennai,
• Interview Location: Chennai ( Sholinganallur )Face to Face Only
• Interview Date: 10th Oct'2026
• Working Mode: Work from Office
• Working Days: 5 days a week
• Shift: 24x7 Rotational Shifts (Cab will provided for Night shift within radius of 25-30Kms)
• Joining: Immediate joiners preferred maximum 15 days

About the Role:

Key Skills & Requirements:

• Proven experience in voice-based (International Voice/Call Support) Service Desk support
• Willingness to work in a call support environment
• Proficiency in ticketing tools (preferably ServiceNow)
• Strong troubleshooting skills for Outlook, VPN, Citrix, and VDI-related issues
• Advanced knowledge of MS Office and Office 365 suite.

Roles & Responsibilities:

• Efficiently manage escalated calls from the L1 support team
• Resolve incidents within defined SLAs for volume and turnaround time
• Handle a high volume of inbound user calls (approx. 90% of daily tasks)
• Document and manage incidents and service requests using the Incident Management System
• Respond to user queries via phone, email, instant messaging, and ticketing platforms
• Assign tickets to appropriate support teams and ensure timely follow-up until resolution
• Diagnoses and resolve technical issues through user interaction, log analysis, and research
• Provide Level 1 remote desktop support and execute tasks as per SOPs
• Perform user account management and escalated complex issues to specialized support teams
• Evaluate, analyze, and configure PC-based software applications (e.g., word processors, spreadsheets, email clients, etc.)
• Troubleshoot client-side software and basic network connectivity issues
• Prioritize and address customer complaints and technical problems effectively
• May assist in user/operator training or contribute to documentation of training procedures
• Adhere to quality standards (voice, accent, technical monitoring), regulatory guidelines, and company policies
• Drive customer satisfaction (CSAT) through effective resolution rates, minimal AHT, and reduced ticket reopening or rejections
• Maintain accurate worklogs and follow escalation protocols and compliance processes
• Manage support queues efficiently and work proactively toward ticket closure.