Senior Service Desk Associate (Technical Service Representative)

Gratitude Inc

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5 days ago

Senior Service Desk Associate (Technical Service Representative)

1-5 Year(s)

Gurugram

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Job Description

Key Skills

Customer Service ITIL Problem Solving Root cause analysis Technical Support Analytical Skills Troubleshooting Chat Support email support Service Desk customer support Incident Management IT Support Google Workspace Hands-on experience with ticketing tools Team Management, SLA Management

20 candidate(s) have already applied for this Job. Apply now

Senior Service Desk Associate – Technical Service Representative

Location: Gurgaon
Experience: 1–5 Years

Role Overview

We are looking for a Senior Service Desk Associate / Technical Service Representative to provide customer-facing technical support through phone, email, and chat. The role involves troubleshooting technical issues, managing support cases, meeting SLO/SLA targets, and ensuring high customer satisfaction.

Key Responsibilities

• Handle customer technical support queries through phone, email, and chat.
• Diagnose, troubleshoot, resolve, and track customer issues efficiently.
• Maintain required response and resolution times as per SLOs.
• Ensure high customer satisfaction and adherence to quality standards.
• Use knowledge-base resources to provide customer-facing root cause assessments.
• Deliver effective technical support and issue resolution.
• Follow SOPs, support methodologies, and defined case lifecycles.
• Maintain accurate case/ticket documentation.

Mandatory Skills

• Excellent verbal and written communication
• Typing speed of 60–80 WPM minimum
• Technical troubleshooting
• Complex issue diagnosis and resolution
• SOP-based troubleshooting
• Ticketing tools
• IT support / Service Desk support
• ITIL fundamentals
• Case lifecycle management
• Analytical problem-solving
• Customer-facing technical support
• SLA/SLO-driven support
• Incident management
• Root cause analysis
• Knowledge-base utilization
• Email and chat support
• Phone-based technical support
• Customer service

Good to Have

• 6+ months of experience in Infrastructure, Storage, or Service Desk support.
• Hands-on experience with Google products, including Gmail, Calendar, Meet, Drive, Docs, Sheets, Slides, Gemini, NotebookLM, Keep, Sites, Forms, and AppSheet.
• Google Workspace Administrator Certification.

Preferred Candidate Profile

Candidates with 6 months to 2 years of relevant technical support or service desk experience are preferred. The candidate should be comfortable handling customer-facing technical support across multiple channels, possess strong issue-analysis and resolution skills, and be able to work effectively in an SLA-driven environment.

Important Eligibility

• Ex-TCS employees are not eligible to apply.
• PAN and DOB are mandatory for profile creation.

Role

Customer Service Executive

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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.

Bibi Hukkeri

Recruiter - Gratitude Inc

NA, india

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