Senior Service Desk Associate (Technical Service Representative)

Location: Gurgaon
Experience: 1–5 Years
Band: BPO1 / BPO2
Salary: Up to ₹7 LPA
Job Code: 430805

Job Overview

We are looking for a Senior Service Desk Associate to provide customer-facing technical support through phone, email, and chat. The role involves troubleshooting technical issues, managing support cases, meeting Service Level Objectives (SLOs), and ensuring a high-quality customer experience.

Key Responsibilities

Respond to customer technical support queries through phone, email, and chat.
Diagnose, troubleshoot, resolve, and track customer issues efficiently.
Meet defined response and resolution timelines as per SLOs.
Maintain high customer satisfaction and adhere to quality standards.
Use the knowledge base and SOPs to identify and communicate root causes.
Provide effective customer-facing technical support and issue resolution.
Follow defined support methodologies and case lifecycle processes.
Document troubleshooting steps, resolutions, and case details accurately.

Mandatory Skills

Strong verbal and written communication skills.
Typing speed of 60–80 WPM.
Experience in troubleshooting and resolving complex technical issues using SOPs.
Familiarity with support methodologies and case lifecycle management.
Strong analytical and problem-solving skills.
Knowledge of any ticketing/helpdesk tool.
Basic knowledge of ITIL concepts.

Good to Have

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

Preferred Candidate Profile

6 months to 2 years of relevant technical support or service desk experience.
Comfortable providing customer-facing technical support across multiple channels.
Strong troubleshooting, issue-analysis, and resolution capabilities.
Ability to work effectively in an SLA/SLO-driven support environment.
Good documentation and communication skills.

Eligibility

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

Role

Customer Service Executive -Technical

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.