Senior Service Desk Associate (Technical Service Representative)

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.