It Service Desk Analyst

Job Description IT Service Desk Specialist

Work Locations: Noida | Chennai | Bangalore | Hyderabad
Experience: 6 Months to 4 Years
Work Mode: Work from Office (5 Days a Week)
Shift: 24x7 Rotational Shifts
Role: IT Service Desk Specialist

Key Skills & Requirements

• Mandatory experience in voice-based IT Service Desk support, preferably handling international voice or call support.
• Comfortable working in a high-volume, customer-facing call support environment.
• Hands-on experience with ticketing tools, preferably ServiceNow.
• Working knowledge of Active Directory (AD) and RSA Token.
• Experience in troubleshooting VPN, Citrix, and Virtual Desktop Infrastructure (VDI) issues.
• Basic knowledge of MS Office applications.
• Strong verbal and written communication skills with a customer-centric approach.
• Willingness to work in 24x7 rotational shifts and from the office five days a week.

Roles & Responsibilities

• Ensure high login efficiency and availability to meet business and customer support requirements.
• Handle and resolve incidents and service requests within defined Service Level Agreements (SLAs), ensuring timely resolution and turnaround.
• Manage inbound calls, which account for approximately 90% of daily responsibilities.
• Provide technical support and respond to user queries through phone, email, instant messaging, and ticketing systems.
• Diagnose and troubleshoot technical issues through user interactions, log analysis, research, and appropriate troubleshooting techniques.
• Deliver Level 1 and Level 2 remote desktop support in accordance with established Standard Operating Procedures (SOPs).
• Troubleshoot issues related to Active Directory, RSA Token, VPN, Citrix, and VDI environments.
• Assign incidents and service requests to the appropriate support teams and ensure timely follow-up until closure.
• Maintain compliance with quality standards, including voice quality, accent, technical monitoring, regulatory requirements, and company policies.
• Focus on improving customer experience through First Call Resolution (FCR), optimized Average Handling Time (AHT), and reduced ticket reopen and rejection rates.
• Maintain accurate ticket documentation, work logs, and case updates.
• Follow defined escalation procedures, support processes, and operational guidelines to ensure seamless service delivery.

Experience and Budget :-

0.6 months to 1 Years :- offered ctc 3.5-4 LPA

1.1 years to 4 years : offered ctc 5.5-5.8 LPA

Interested candidates are requested to share their updated resume along with the following details at

ruknaaz.patel@aloissolutions.com

akshay.shah@aloissolutions.com

aiswarya.sujeesh@aloissolutions.com

• Full Name:
• Contact Number:
• Email ID:
• Total Experience:
• Relevant IT Service Desk Experience:
• International Voice Support Experience:
• Current Location:
• Preferred Work Location:
• Current CTC:
• Expected CTC:
• Notice Period:

Please mention "IT Service Desk Specialist" in the email subject line.