Sr Associate : Service Desk : Chat Support :… at Outpace… · Gurugram

Hi,

We are hiring for the leading ITES company for Service Desk - Technical Support Representative Profile.

Please go through the JD and Apply. We shall call back the relevant profiles.

Job Summary:

We are hiring for a Service Desk Analyst / Technical Support Associate to provide L1/L1.5 technical support to customers and end users through live chat, email, and ticketing systems. The role involves troubleshooting Windows, Microsoft 365, application, account, access, network, and connectivity-related issues while ensuring timely resolution or escalation.

Key Responsibilities:

• Act as the first point of contact for IT-related queries and technical issues.
• Provide technical support through live chat, email, and ITSM/ticketing platforms.
• Understand issues through effective probing and diagnostic questioning.
• Log, categorize, prioritize, track, and update incidents and service requests.
• Perform L1/L1.5 troubleshooting and maximize First Contact Resolution (FCR).
• Provide clear, step-by-step troubleshooting instructions to users.
• Maintain ownership of incidents until resolution or appropriate escalation.
• Escalate complex issues to L2/L3, Network, Application, Infrastructure, or specialized teams.
• Maintain detailed troubleshooting notes and resolution details in the ticketing system.
• Keep users informed about ticket status, expected resolution, and next steps.
• Follow SOPs, ITIL processes, knowledge-base articles, information-security guidelines, and SLAs.
• Identify recurring issues and contribute to knowledge-base and process improvements.

Technical Support Areas:

• Windows & Desktop Support
• Microsoft 365 & Application Support
• Account & Access Management
• Network & Connectivity