Service Desk Specialist

Key Skills Required: Excellent communication skills with experience in international voice support Hands-on experience in mobility-related applications and desktop/general system issues Strong troubleshooting skills in Outlook, VPN, Citrix, and VDI In-depth knowledge of MS Office/O365 Experience in Telecom domain will be an added advantageRoles & Responsibilities: A. Key Responsibilities Handle escalated calls from L1 team with high efficiency Resolve tickets within agreed SLA timelines Ensure compliance with quality standards, regulatory requirements, and company policies Drive positive customer experience and CSAT through effective resolution and minimal AHT Update worklogs and follow escalation protocols Manage support queues and work towards timely case closures B. Additional Responsibilities Participate in shift operations and ensure process compliance Collaborate with cross-functional teams for issue resolution Contribute to knowledge base and process improvementsCertifications: Certifications in ITIL, Microsoft, Citrix, or Telecom-related domains are preferred but not mandatory

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