Senior Service Desk Associate (Technical Service Representative)

Gratitude Inc

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2 weeks ago

Senior Service Desk Associate (Technical Service Representative)

1-5 Year(s)

Delhi

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Job Description

Key Skills

ITIL Problem Solving Technical Support Troubleshooting Service Desk customer support Incident Management Google Workspace Hands-on experience with ticketing tools

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Senior Service Desk Associate – Technical Service Representative

Location: Gurgaon
Experience: 1–5 Years

Job Overview

We are looking for a Senior Service Desk Associate – Technical Service Representative to provide high-quality technical support to customers through phone, email, and chat. The role requires strong troubleshooting, analytical, communication, and customer-handling skills in an SLA-driven support environment.

Key Responsibilities

Handle customer technical support queries through phone, email, and chat.
Diagnose, troubleshoot, resolve, and track technical issues efficiently.
Meet defined Service Level Objectives (SLOs) for response and resolution.
Maintain high customer satisfaction and adhere to quality standards.
Use the existing knowledge base and SOPs to provide accurate root cause assessment and resolutions.
Deliver effective customer-facing technical support and issue resolution.
Follow defined support methodologies and case lifecycle processes.
Document cases accurately using ticketing/support tools.

Mandatory Skills

Strong verbal and written communication skills.
Typing speed of 60–80 WPM.
Hands-on troubleshooting experience using SOPs and knowledge-base documentation.
Understanding of support methodologies, case lifecycles, and analytical problem-solving.
Knowledge of any ticketing tool.
Basic knowledge of ITIL.
Strong customer-handling and issue-resolution skills.

Good to Have

6+ months of experience in Infrastructure, Storage, or Service Desk.
Hands-on experience with Google Workspace / Google products, including:
- Gmail
- Calendar
- Meet
- Drive
- Docs
- Sheets
- Slides
- Gemini
- NotebookLM
- Keep
- Sites
- Forms
- AppSheet
Google Workspace Administrator Certification will be an added advantage.

Preferred Candidate Profile

Candidates with 6 months to 2 years of relevant technical support or service desk experience are preferred.
Comfortable providing customer-facing technical support across multiple channels.
Strong issue-analysis, troubleshooting, and resolution capabilities.
Able to work effectively in an SLA-driven support environment.
Strong customer service orientation with attention to quality and resolution timelines.

Important Eligibility Criteria

Ex-TCS employees are not eligible to apply.
PAN and Date of Birth (DOB) are required for profile creation.

Role

IT Support

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

IT Software/Hardware

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