L1 - Service Desk

About the Role

As a Service Desk representative at Zones India, you will be the first point of contact for customers seeking technical assistance via phone, chat, and email.

Provide core IT support to global clients in a 24/7 rotational shift environment.

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance via phone, chat, and email.
• Provide core IT support to global clients in a 24/7 rotational shift environment.
• Troubleshoot and configure desktop hardware, peripherals, and mobile devices.
• Perform remote diagnostics and guide users through problem-solving steps.
• Install, configure, and troubleshoot operating systems (primarily Windows) and software applications.
• Create and document real-time tickets, ensuring tasks are completed within defined SLAs.
• Escalate unresolved issues to higher-level support as needed.
• Maintain accurate logs of issues, resolutions, and customer interactions.
• Communicate effectively within a team using chat platforms like Microsoft Teams and Skype.
• Deliver excellent customer service with strong communication and multitasking skills.
• Suggest improvements to procedures and knowledge base articles based on customer feedback.

What You'll Need

• Experience in IT Support (0-0.6 months)
• Any graduate degree

Resume Tip

Highlight your technical knowledge and ability to communicate effectively to understand the problem, empathize, and provide a solution at the earliest.