Senior Service Desk Associate – Technical Service Representative

Location: Gurgaon
Experience: 1–5 Years

Role Overview

We are looking for a Senior Service Desk Associate / Technical Service Representative to provide customer-facing technical support through phone, email, and chat. The role involves troubleshooting technical issues, managing support cases, meeting SLO/SLA targets, and ensuring high customer satisfaction.

Key Responsibilities

• Handle customer technical support queries through phone, email, and chat.
• Diagnose, troubleshoot, resolve, and track customer issues efficiently.
• Maintain required response and resolution times as per SLOs.
• Ensure high customer satisfaction and adherence to quality standards.
• Use knowledge-base resources to provide customer-facing root cause assessments.
• Deliver effective technical support and issue resolution.
• Follow SOPs, support methodologies, and defined case lifecycles.
• Maintain accurate case/ticket documentation.

Mandatory Skills

• Excellent verbal and written communication
• Typing speed of 60–80 WPM minimum
• Technical troubleshooting
• Complex issue diagnosis and resolution
• SOP-based troubleshooting
• Ticketing tools
• IT support / Service Desk support
• ITIL fundamentals
• Case lifecycle management
• Analytical problem-solving
• Customer-facing technical support
• SLA/SLO-driven support
• Incident management
• Root cause analysis
• Knowledge-base utilization
• Email and chat support
• Phone-based technical support
• Customer service

Good to Have

• 6+ months of experience in Infrastructure, Storage, or Service Desk support.
• Hands-on experience with Google products, including Gmail, Calendar, Meet, Drive, Docs, Sheets, Slides, Gemini, NotebookLM, Keep, Sites, Forms, and AppSheet.
• Google Workspace Administrator Certification.

Preferred Candidate Profile

Candidates with 6 months to 2 years of relevant technical support or service desk experience are preferred. The candidate should be comfortable handling customer-facing technical support across multiple channels, possess strong issue-analysis and resolution skills, and be able to work effectively in an SLA-driven environment.

Important Eligibility

• Ex-TCS employees are not eligible to apply.
• PAN and DOB are mandatory for profile creation.