Senior Service Desk Associate – Technical Service Representative

Location: Gurgaon
Experience: 1–5 Years
Band: BPO 1 / BPO 2
Salary: Up to ₹7 LPA
Job Code: 430805

Job Overview

Kick-start your next career move in IT Support with hands-on exposure to Google Workspace and technical troubleshooting!

We are looking for a customer-focused Technical Service Representative who can diagnose technical issues, provide effective support across phone, email, and chat, and deliver timely resolutions in an SLA-driven environment.

If you have strong communication skills, troubleshooting knowledge, and an interest in IT service desk operations, this is an excellent opportunity to grow your technical support career.

Key Responsibilities

• Respond to customer queries and technical support requests through phone, email, and chat.

• Diagnose, troubleshoot, resolve, and track customer issues efficiently.

• Meet defined Service Level Objectives (SLOs) for response and resolution times.

• Maintain high customer satisfaction and follow quality standards, targeting 90% compliance in applicable cases.

• Use knowledge-base articles and SOP documents to identify root causes and provide clear customer-facing explanations.

• Manage support cases throughout their lifecycle, ensuring timely updates and resolution.

• Apply analytical and problem-solving skills to resolve technical issues.

• Follow established support methodologies and service desk processes.

Mandatory Skills

• Strong verbal and written English communication skills.

• Typing speed of 60–80 WPM.

• Experience troubleshooting and resolving complex issues using SOP documents.

• Familiarity with ticketing tools, case management, and support methodologies.

• Basic understanding of ITIL principles.

• Strong analytical thinking and customer service skills.

Good-to-Have Skills

• Six months or more of experience in infrastructure, storage, or service desk support.

• Hands-on knowledge of Google products, including:

  • Gmail, Calendar, and Meet

  • Drive, Docs, Sheets, and Slides

  • Gemini app and NotebookLM

  • Keep, Sites, Forms, and AppSheet

• Google Workspace Administrator Certification will be a strong advantage.

Preferred Candidate Profile

• Candidates with 6 months to 2 years of relevant technical support or service desk experience are preferred.

• Comfortable supporting customers across multiple communication channels.

• Capable of analyzing technical issues and delivering effective resolutions.

• Able to work in a quality-focused, SLA-driven environment.

Note: The overall experience range is 1–5 years; candidates with 6 months to 2 years of directly relevant experience are preferred.

Important Eligibility Information

• Former TCS employees are not eligible to apply.

• PAN and date of birth (DOB) are required for employee profile creation.

Interested candidates with strong troubleshooting skills and a customer-first mindset are encouraged to apply!