Senior Service Desk Associate (Technical Service Representative)
Gratitude IncSenior Service Desk Associate (Technical Service Representative)
Job Description
Key Skills
1 candidate(s) have already applied for this Job. Apply now
Senior Service Desk Associate – Technical Service Representative
Location: Gurgaon
Experience: 1–5 Years
Role Overview
We are looking for a Senior Service Desk Associate / Technical Service Representative to provide customer-facing technical support through phone, email, and chat. The role involves troubleshooting technical issues, managing support cases, meeting SLO/SLA targets, and ensuring high customer satisfaction.
Key Responsibilities
• Handle customer technical support queries through phone, email, and chat.
• Diagnose, troubleshoot, resolve, and track customer issues efficiently.
• Maintain required response and resolution times as per SLOs.
• Ensure high customer satisfaction and adherence to quality standards.
• Use knowledge-base resources to provide customer-facing root cause assessments.
• Deliver effective technical support and issue resolution.
• Follow SOPs, support methodologies, and defined case lifecycles.
• Maintain accurate case/ticket documentation.
Mandatory Skills
• Excellent verbal and written communication
• Typing speed of 60–80 WPM minimum
• Technical troubleshooting
• Complex issue diagnosis and resolution
• SOP-based troubleshooting
• Ticketing tools
• IT support / Service Desk support
• ITIL fundamentals
• Case lifecycle management
• Analytical problem-solving
• Customer-facing technical support
• SLA/SLO-driven support
• Incident management
• Root cause analysis
• Knowledge-base utilization
• Email and chat support
• Phone-based technical support
• Customer service
Good to Have
• 6+ months of experience in Infrastructure, Storage, or Service Desk support.
• Hands-on experience with Google products, including Gmail, Calendar, Meet, Drive, Docs, Sheets, Slides, Gemini, NotebookLM, Keep, Sites, Forms, and AppSheet.
• Google Workspace Administrator Certification.
Preferred Candidate Profile
Candidates with 6 months to 2 years of relevant technical support or service desk experience are preferred. The candidate should be comfortable handling customer-facing technical support across multiple channels, possess strong issue-analysis and resolution skills, and be able to work effectively in an SLA-driven environment.
Important Eligibility
• Ex-TCS employees are not eligible to apply.
• PAN and DOB are mandatory for profile creation.
Role
Customer Service Executive
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.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
Get the Best Jobs
on your Fingertips
Similar Jobs
Purchasing & Administration Team Lead
Gratitude Inc8 - 12 Year(s)
Confidential
Kolkata, India
Indirect Sourcing Specialist
Gratitude Inc2 - 7 Year(s)
₹ 70 - ₹ 75 Thousand p.m
Hyderabad, India
2 - 4 Year(s)
Confidential
Mumbai, India
Buyer – Strategic Sourcing & Procurement
Gratitude Inc5 - 8 Year(s)
₹ 80 - ₹ 90 Thousand p.m
Hyderabad, India
2 - 10 Year(s)
₹ 85 - ₹ 1 Lacs p.m
Mumbai, India
Learning and Development HRO (German Language
Gratitude Inc1 - 4 Year(s)
₹ 30 - ₹ 45 Thousand p.m
Bangalore, India
1 - 4 Year(s)
Confidential
Hyderabad, India
3 - 6 Year(s)
₹ 50 - ₹ 75 Thousand p.m
Chennai, India
CSA -Domain Utilities -Kolkata
Gratitude Inc1 - 9 Year(s)
₹ 50 - ₹ 55 Thousand p.m
Kolkata, India
1 - 5 Year(s)
₹ 60 - ₹ 70 Thousand p.m
Hyderabad, India