Technology Support Specialist

Location: Hyderabad STP

Shift: Rotational Shift

Work Mode: Work from Office

Role Summary

The Service Desk Associate will be the first point of contact for end users, handling calls, chats, and emails related to IT incidents and service requests. The role requires excellent communication skills, a strong customer service attitude, and basic technical knowledge for timely and effective issue resolution.

Key Responsibilities

• Provide support for common IT issues such as password resets, access requests, and system troubleshooting.
• Escalate complex incidents to appropriate support teams.
• Monitor and follow up on open tickets to ensure timely closure within agreed SLAs.
• Maintain accurate documentation of incidents, resolutions, and user communications.
• Ensure adherence to quality, security, and compliance standards.
• Participate in 24x7 rotational shifts, including weekends and holidays.
• Contribute to knowledge base updates and continuous improvement of support processes.

Requirements & Tech Stack

• Basic understanding of IT infrastructure, Windows OS, MS Office, and network fundamentals.
• Familiarity with ITSM tools such as ServiceNow, Remedy, or equivalent is an advantage.

Qualifications

• 1-3 years of experience in a technical support or service desk environment.
• Excellent verbal and written communication skills.
• Strong problem-solving and customer-handling abilities.
• Prior exposure to customer service or technical support roles.
• Multi-language proficiency will be an added advantage.
• ITIL Foundation certification (preferred but not mandatory).
• Graduate.