Senior Service Desk Associate – Technical Service Representative

Hiring: Senior Service Desk Associate – Technical Service Representative

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

About the Role

We are looking for a Senior Service Desk Associate – Technical Service Representative to join our customer support team in Gurgaon. The ideal candidate will have strong communication and troubleshooting skills and be comfortable providing technical support through phone, email, and chat.

The role requires strong analytical thinking, knowledge of support processes, and the ability to work effectively in an SLA-driven environment.

Key Responsibilities

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

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

• Maintain response and resolution timelines as defined by Service Level Objectives (SLOs).

• Deliver a high-quality customer experience while meeting defined quality and customer satisfaction standards.

• Use the existing Knowledge Base and SOPs to troubleshoot issues and provide customer-facing root-cause assessments.

• Follow established support methodologies and case lifecycle processes.

• Provide effective technical support and ensure timely issue resolution.

• Maintain accurate case documentation and follow escalation procedures when required.

Mandatory Skills

• Strong verbal and written communication skills.

• Typing speed of 60–80 WPM or above.

• Hands-on troubleshooting experience in diagnosing and resolving complex issues using SOPs/documentation.

• Understanding of support methodologies and case lifecycles.

• Strong analytical and problem-solving skills.

• Knowledge of at least one ticketing/case management tool.

• Basic understanding of ITIL concepts.

• Ability to work in a customer-facing, SLA-driven support environment.

Good to Have

• 6+ months of experience in Infrastructure, Storage, or Service Desk.

• Hands-on experience with Google products / Google Workspace, including:

  • Gmail

  • Calendar

  • Google Meet

  • Drive

  • Docs

  • Sheets

  • Slides

  • Gemini

  • NotebookLM

  • Keep

  • Sites

  • Forms

  • AppSheet

• Google Workspace Administrator Certification will be an added advantage.

Preferred Candidate Profile

• 6 months to 2 years of relevant technical support or service desk experience.

• Comfortable handling customer-facing technical support across multiple channels.

• Strong issue-analysis, troubleshooting, and resolution capabilities.

• Able to work effectively in an SLA/SLO-driven support environment.

• Strong customer-service orientation with attention to quality and process adherence.

Important Eligibility Criteria

Ex-TCS employees are not eligible to apply.

PAN and Date of Birth (DOB) are required for profile creation.

Apply Now

Interested candidates who meet the above criteria are requested to complete the questionnaire below:

Questionnaire Form: https://myglit.com/lateral/cref/22b8e2636e

Please ensure that all details provided in the questionnaire are accurate and up to date. Shortlisted candidates will be contacted for the next steps.