Senior Service Desk Associate (Technical Service Representative)

Location: Gurgaon
Experience: 1–5 Years
Band: BPO1 / BPO2
Salary: Up to ₹7 LPA
Job Code: 430805

Job Overview

We are looking for a Senior Service Desk Associate to provide customer-facing technical support through phone, email, and chat. The role involves troubleshooting technical issues, managing support cases, meeting Service Level Objectives (SLOs), and ensuring a high-quality customer experience.

Key Responsibilities

• Respond to customer technical support queries through phone, email, and chat.

• Diagnose, troubleshoot, resolve, and track customer issues efficiently.

• Meet defined response and resolution timelines as per SLOs.

• Maintain high customer satisfaction and adhere to quality standards.

• Use the knowledge base and SOPs to identify and communicate root causes.

• Provide effective customer-facing technical support and issue resolution.

• Follow defined support methodologies and case lifecycle processes.

• Document troubleshooting steps, resolutions, and case details accurately.

Mandatory Skills

• Strong verbal and written communication skills.

• Typing speed of 60–80 WPM.

• Experience in troubleshooting and resolving complex technical issues using SOPs.

• Familiarity with support methodologies and case lifecycle management.

• Strong analytical and problem-solving skills.

• Knowledge of any ticketing/helpdesk tool.

• Basic knowledge of ITIL concepts.

Good to Have

• 6+ months of experience in Infrastructure, Storage, or Service Desk support.

• Hands-on experience with Google Workspace products, including:

  • Gmail

  • Google Calendar

  • Google Meet

  • Google Drive

  • Google Docs

  • Google Sheets

  • Google Slides

  • Gemini

  • NotebookLM

  • Google Keep

  • Google Sites

  • Google Forms

  • AppSheet

• Google Workspace Administrator Certification is an added advantage.

Preferred Candidate Profile

• 6 months to 2 years of relevant technical support or service desk experience.

• Comfortable providing customer-facing technical support across multiple channels.

• Strong troubleshooting, issue-analysis, and resolution capabilities.

• Ability to work effectively in an SLA/SLO-driven support environment.

• Good documentation and communication skills.

Eligibility

• Ex-TCS employees are not eligible to apply.

• PAN and Date of Birth are required for profile creation.