Service Desk Support

4 days ago

Chennai Tamil Nadu, India RLabs Enterprise Services Limited Full time

Job Summary / Responsibilities:

- Accurately document and categorize incidents and service requests in the ticketing system.
- Provide first-level technical support, troubleshooting common IT issues such as password resets, VPN access, software problems, and hardware malfunctions.
- Escalate complex or unresolved issues to higher-level support teams, ensuring clear and concise communication of the problem.
- Adhere to established service level agreements (SLAs) and strive to achieve first-call resolution within the given AHT target.
- Maintain a high level of accuracy and efficiency in handling calls and tickets.
- Actively contribute to the maintenance and improvement of the knowledge base.
- Participate in ongoing training to stay current with emerging technologies and best practices.
Participate in team meetings and contribute to a positive and collaborative work environment.
Assist in the onboarding of new team members as required.
Follow established security policies and procedures to maintain the confidentiality and integrity of sensitive data.
Understand and adhere to shift handover processes to maintain 24/7 service desk coverage.
Contribute to call volume analysis and identify areas for improvement in service delivery.
Participate in call monitoring and quality assurance programs to continually improve call handling skills.
Comply with all company policies and procedures.

EDUCATIONRequired
- Any Degree

EXPERIENCERequired
- 3 - 5 years in Service Desk

Pay: Up to ₹1,143,170.41 per year

Shift:

- Day shift
- Rotational shift

Work Days:

- Monday to Friday

**Education**:

- Bachelor's (required)

**Experience**:

- Technical support: 3 years (preferred)
- total work: 4 years (preferred)

Work Location: In person

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