Walk-in || IT- Service Desk || Gurugram

Key Responsibilities

• Handle inbound chats from international users, providing first-level support for hardware, software, network connectivity and account-related issues.
• Troubleshoot and resolve incidents using knowledge base articles, standard operating procedures and remote support tools.
• Perform account-related tasks such as password resets, account unlocks, MFA support and access queries, following identity verification protocols.
• Log, categorise, prioritise and update all incidents and service requests accurately in the ITSM tool.
• Manage multiple concurrent chat sessions while maintaining quality, accuracy and response-time standards.
• Escalate unresolved or complex issues to Level 2 / specialist teams with clear problem description, troubleshooting steps taken and relevant evidence.
• Adhere to SLAs, KPIs and quality metrics, including first response time, average handle time, first contact resolution, CSAT and QA score.
• Follow up on open tickets and keep users informed of progress until closure.
• Identify recurring issues and trends and contribute to knowledge base creation and improvement.
• Comply with information security, data privacy and company policies always.
• Participate in team huddles, training sessions and continuous improvement initiatives.

Mandatory Requirements

Relevant Experience

• Minimum 1 year of experience in an IT Service Desk Chat process.

Educational Qualification

• Bachelors Degree (Preferred: CSE, IT and ECE).

Certifications (Good to Have)

• ITIL 4 Foundation
• CompTIA A+ / Network+ / IT Fundamentals
• Microsoft certifications (e.g., MS-900, MD-102, SC-900)

Skills & Competencies

• Technical troubleshooting: Sound knowledge of Windows and macOS, Microsoft 365 / Office applications, Outlook, Teams and common business software.
• Hardware support: Basic troubleshooting of laptops, desktops, printers, peripherals and mobile devices.
• Network fundamentals: Understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN and remote access connectivity issues.
• Account & access management: Experience with Active Directory / Azure AD (Entra ID), password reset, account unlock, MFA and SSPR tools.
• ITSM tools: Hands-on experience with ticketing tools such as ServiceNow, BMC Remedy, Jira Service Management or equivalent.
• Remote support: Familiarity with remote desktop and screen-sharing tools.
• Chat handling: Ability to handle multiple chats simultaneously using chat platforms and canned responses effectively.
• Typing & navigation: good typing speed and accuracy (30-35 WPM), with the ability to switch quickly between tools, knowledge base and chat window.
• Problem solving: Logical, structured approach to isolating root causes and applying first-level fixes.
• Ownership & accountability: Takes responsibility for the user’s issue from first contact through resolution or handover.
• Time management: Prioritises effectively in a high-volume, SLA-driven environment.
• Adaptability: Comfortable working rotational or 24x7 shifts and adjusting to changing processes and tools.
• Documentation: Writes clear, concise and accurate ticket notes and knowledge articles.
• Security awareness: Applies identity verification and data protection practices consistently.

Communication Skills

• Excellent written English with correct grammar, spelling, tone and sentence structure; additional languages are an advantage.
• Ability to explain technical concepts in simple, non-technical language that suits the user’s level of understanding.
• Clear, professional and polite chat etiquette, including proper greetings, acknowledgements, expectation-setting and closing.
• Active listening and the ability to ask probing questions to correctly understand and clarify the issue.
• Empathy and patience when dealing with frustrated or non-technical users.
• Cultural awareness and sensitivity when supporting an international, multi-region user base.
• Ability to stay calm, positive and professional when handling difficult or escalated conversations.
• Clear, structured hand-off communication when escalating to other teams.

Key Performance Indicators

• First response time and average response time
• Average handle time and chat concurrency
• First contact resolution (FCR)
• Customer satisfaction (CSAT)
• Quality assurance (QA) score and ticket documentation quality
• Schedule adherence and attendance

Working Conditions

• Rotational shifts, including nights, weekends and public holidays, as per business requirements.
• Work From Office.