Service Desk Analyst – International Voice – Hyderabad – WFO

Service Desk Analyst

We are seeking fresh graduates to support one of our US-based clients by providing voice and web-based technical support, product information and other services as per customer requirements. The ideal candidate must be a problem-solver with a strategic mindset who will collaborate with our onshore and offshore development team to deliver optimum customer satisfaction.

As we provide 24/7 customer support, you should be willing to work night shifts and weekends. You are also required to do a 12-hour shift/day with rotational weekly offs.

Responsibilities:

Interact with US customers via voice and email.

• Help customers with new updates and address queries.
• Create incidents and requests using ServiceNow.
• Follow up on tickets actively and make sure the right resolution is provided within the stipulated time.
• Ability to work well both independently and within a team.
• Develop a positive and effective working relationship with the client/partners.
• Act as a major incident communication manager.