Senior Service Desk Associate (Technical Service Representative)
Gratitude IncSenior Service Desk Associate (Technical Service Representative)
Job Description
Key Skills
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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
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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