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About the role
Senior Service Desk Associate Role Overview The Service Desk Senior Associate advises and assists users over phone, chat, or email in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes and procedures. Screens, diagnoses, researches, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of IT policies, capabilities, and limitations. Provides quick response to ensure maximum uptime for all users. Role Responsibilities Manages customer interactions and records reported issues in the IT Service Management system. Identifies issues, applies fixes, and investigates root causes using internal instructions. Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and email. Screens, refers, and diagnoses internal inquiries and work requests relating to PC maintenance. Participates as a liaison between customers and departments within the organization to ensure all online system problems are resolved accurately and timely. Flexibility to work shifts if required. 24/7 shift availability. Additional Requirements Excellent communication and technical skills. Immediate joiner required. Compensation & Benefits Grade4: Max4.6LPA, minimum1year of experience. Grade6: Max6LPA, minimum3years of experience. Night shift bonus available for eligible candidates. Work from office; 10hour shifts. Location: Noida, 144. .
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