Walk-in | IT- Service Desk | Gurugram

TP; Gurugram District; On-site; INR 300,000 - 450,000; Full time

Job summary

TP in Gurugram, India is hiring for an IT Service Desk Chat specialist to provide first‑level support for hardware, software, and connectivity issues to an international user base. You will troubleshoot using knowledge bases, log incidents in ITSM tools and meet strict SLAs.

Role requires 1 year of service desk chat experience, a relevant Bachelor's degree, and familiarity with Active Directory, MFA, and remote support tools. Rotational shifts and on-site office work are expected.

Qualifications

• Minimum 1 year of experience in an IT Service Desk Chat process.
• Bachelors degree preferred in CS/IT/ECE.

Responsibilities

• Handle inbound chats from international users, providing first-level support for hardware, software, network connectivity and account issues.
• Troubleshoot and resolve incidents using knowledge bases, SOPs and remote tools.
• Log, categorize, prioritize and update incidents in the ITSM tool.
• Adhere to SLAs, KPIs and QA scores; monitor first response times and CSAT.
• Escalate complex issues to Level 2 with detailed notes.
• Follow identity verification protocols for account-related tasks.
• Maintain information security, data privacy and company policies.

Skills

Technical troubleshooting

Hardware support

Network fundamentals

Account & access management

ITSM tools usage

Remote support

Chat handling

Typing speed 30-35 WPM

Education

Bachelor's degree (CS/IT preferred)

Tools

ServiceNow

BMC Remedy

Jira Service Management

Job description

Key Responsibilities

• Handle inbound chats from international users, providing first-level support for hardware, software, network connectivity and account-related issues.
• Troubleshoot and resolve incidents using knowledge base articles, standard operating procedures and remote support tools.
• Perform account-related tasks such as password resets, account unlocks, MFA support and access queries, following identity verification protocols.
• Log, categorise, prioritise and update all incidents and service requests accurately in the ITSM tool.
• Manage multiple concurrent chat sessions while maintaining quality, accuracy and response-time standards.
• Escalate unresolved or complex issues to Level 2 / specialist teams with clear problem description, troubleshooting steps taken and relevant evidence.
• Adhere to SLAs, KPIs and quality metrics, including first response time, average handle time, first contact resolution, CSAT and QA score.
• Follow up on open tickets and keep users informed of progress until closure.
• Identify recurring issues and trends and contribute to knowledge base creation and improvement.
• Comply with information security, data privacy and company policies always.
• Participate in team huddles, training sessions and continuous improvement initiatives.

Mandatory Requirements

Relevant Experience

• Minimum 1 year of experience in an IT Service Desk Chat process.

Educational Qualification

• Bachelors Degree (Preferred: CSE, IT and ECE).

Certifications (Good to Have)

• ITIL 4 Foundation
• CompTIA A+ / Network+ / IT Fundamentals
• Microsoft certifications (e.g., MS-900, MD-102, SC-900)

Skills & Competencies

• Technical troubleshooting: Sound knowledge of Windows and macOS, Microsoft 365 / Office applications, Outlook, Teams and common business software.
• Hardware support: Basic troubleshooting of laptops, desktops, printers, peripherals and mobile devices.
• Network fundamentals: Understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN and remote access connectivity issues.
• Account & access management: Experience with Active Directory / Azure AD (Entra ID), password reset, account unlock, MFA and SSPR tools.
• ITSM tools: Hands‑on experience with ticketing tools such as ServiceNow, BMC Remedy, Jira Service Management or equivalent.
• Remote support: Familiarity with remote desktop and screen‑sharing tools.
• Chat handling: Ability to handle multiple chats simultaneously using chat platforms and canned responses effectively.
• Typing & navigation: good typing speed and accuracy (30-35 WPM), with the ability to switch quickly between tools, knowledge base and chat window.
• Problem solving: Logical, structured approach to isolating root causes and applying first‑level fixes.
• Ownership & accountability: Takes responsibility for the user’s issue from first contact through resolution or handover.
• Time management: Prioritises effectively in a high-volume, SLA‑driven environment.
• Adaptability: Comfortable working rotational or 24x7 shifts and adjusting to changing processes and tools.
• Documentation: Writes clear, concise and accurate ticket notes and knowledge articles.
• Security awareness: Applies identity verification and data protection practices consistently.

Communication Skills

• Excellent written English with correct grammar, spelling, tone and sentence structure; additional languages are an advantage.
• Ability to explain technical concepts in simple, non‑technical language that suits the user’s level of understanding.
• Clear, professional and polite chat etiquette, including proper greetings, acknowledgements, expectation‑setting and closing.
• Active listening and the ability to ask probing questions to correctly understand and clarify the issue.
• Empathy and patience when dealing with frustrated or non‑technical users.
• Cultural awareness and sensitivity when supporting an international, multi‑region user base.
• Ability to stay calm, positive and professional when handling difficult or escalated conversations.
• Clear, structured hand‑off communication when escalating to other teams.

Key Performance Indicators

• First response time and average response time
• Average handle time and chat concurrency
• First contact resolution (FCR)
• Customer satisfaction (CSAT)
• Quality assurance (QA) score and ticket documentation quality
• Schedule adherence and attendance

Working Conditions

• Rotational shifts, including nights, weekends and public holidays, as per business requirements.
• Work From Office.