Service Desk Engineer

Dear Candidate, Greeting of the day!!! This is Akshay Shah from ALOIS Solutions. We have an excellent job opportunity for the position of IT Service Desk / Technical Support with our end client for Trivandrum location. Role: IT Service Desk Level 1 / Level 2 Process: International Technical Voice Support Experience Range and Budget: 0.6 - 1 yr Budget 3.5lpa 1 - 3 yrs Budget 5.2lpa 3 - 5 yrs Budget 6.2lpa 4.5 - 7 yrs Budget 8lpa Working Mode: Work from Office Working Days: 5 days a week Shift: 24x7 Rotational Shifts (Cab will provided for Night shift within radius of 20 Kms) Joining: Immediate joiners preferred maximum 15 days About the Role: Were looking for experienced Service Desk Analysts / IT Technical Support to provide technical voice support to global users in a fast-paced IT environment. If you have strong troubleshooting skills, excellent communication, and a passion for IT support, this is the right opportunity for you! Key Skills & Requirements: Prior experience in voice-based (International Voice Support) Service Desk support Comfortable working in a call support environment Proficient with ticketing tools (preferably ServiceNow) Working knowledge of Active Directory and RSA Token Experience in troubleshooting VPN, Citrix, and VDI-related issues Basic proficiency in MS Office applications Roles & Responsibilities: Ensure high login efficiency and availability to support customer needs Handle and resolve tickets within defined SLAs for volume and turnaround time Manage inbound calls, which constitute approximately 90% of daily tasks Maintain compliance with quality standards (voice, accent, technical monitoring), regulatory norms, and company policies Respond to user queries via phone, email, instant messaging, and ticketing systems Assign incidents/work orders to relevant support teams and follow through to closure Diagnosing and resolving issues through user interaction, log analysis, research, and troubleshooting Deliver Level 1 remote desktop support and execute tasks as per SOPs Drive positive customer experience and satisfaction through First Call Resolution, minimal AHT, and reduced reopen/rejection rates Update work logs accurately and adhere to escalation protocols and process guidelines Required Skills & Experience: Minimum 6 months of experience in International Voice Technical Support (US/UK process). Hands-on experience with IT Service Desk tools, MS Office, O365, and VPN. Basic understanding of networking concepts and system troubleshooting. Strong verbal and written communication skills. Willing to work in US shifts 24*7 Rotational Shift and from office only (no work from home). Interview Process: 2 Rounds: SEG Round (Communication Round) Technical Round About ALOIS (https://www.aloissolutions.com/): ALOIS Solutions is a rapidly expanding Talent and Technology Solutions company. We thrive on embracing challenges as catalysts for unprecedented growth and ground-breaking innovation. Our core expertise lies in providing strategic and ingenious solutions to conquer even the most intricate issues faced by our esteemed clients. As esteemed partners to industry-leading MSP programs like Magnet, Kelly, Tapfin, Allegis, and Guidant Group, we exude pride in consistently delivering excellence. Believing fervently in the transformative potential of every problem, we envision strategic opportunities that drive your esteemed organization forward. Cultivating enduring partnerships stands at the heart of our service philosophy, solidifying our reputation as a truly distinctive service provider. Our global impact resonates through a strategically located network of seven offices, spanning USA, Costa Rica, UK, Netherlands, Poland, India, and Australia. Our regional experts have achieved resounding success in servicing clients across more than 21 countries, reinforcing our status as an unwavering in .