Service Desk Specialist

Position Overview (Job Summary): This role requires an experienced Service Desk professional capable of handling escalated calls, resolving complex issues, managing service requests, and providing advanced troubleshooting for Outlook, O365, Citrix, VDI, VPN, and user account management. Primary Skills: Strong experience in international voice-based Service Desk support Proficiency in ServiceNow or similar ITSM tools Strong troubleshooting expertise in: Outlook VPN Citrix VDI Advanced knowledge of MS Office & O365 Secondary Skills: Basic network troubleshooting PC software evaluation and configuration Ability to assist in training or documentation Queue management & SLA awareness Experience: 1years – 5 years Role and Responsibilities: A. Key Responsibilities Handle and resolve escalated calls from L1 support Manage high volume of inbound calls (90% of daily work) Diagnose issues through user interaction, log analysis, and research Perform user account management and escalate complex cases Provide remote desktop support as per SOPs Document incidents and service requests in Incident Management System Troubleshoot software, O365, and basic network issues Evaluate and configure PC-based applications Ensure SLA compliance for volume and turnaround time Deliver high-quality customer experience through effective resolution B. Additional Responsibilities Support queue management and ticket backlog reduction Assist in training users or contributing to SOP/training documentation Maintain compliance with quality and regulatory guidelines Ensure accurate and complete worklog updates Work proactively to reduce reopen/rejection rates Educational Qualification: Any Graduation Certifications (Preferred): ITIL Foundation Microsoft 365 (MS-900 / MS-100 / MS-101) Basic networking or desktop support certifications (optional)