Job Overview
Role: Associate Service Desk Representative Location: Hyderabad Experience: 0 – 2 Years (Freshers Eligible) Qualification: Any Degree Key Skills: Associate Service Desk Representative, 06 March 2026
Job Description
The team is seeking an Associate Service Desk Representative to provide proactive user helpdesk services for inbound customer requests. You will diagnose and resolve hardware and software issues, perform software distribution, and use remote tools to troubleshoot technical incidents. You will be responsible for translating information from any customer service channel into the ticket system, monitoring the Universal Work Queue (UWQ), and working closely with customers to ensure appropriate levels of engagement, communication, and satisfaction.
Roles and Responsibilities
- Inbound Support: Answer inbound customer calls and log information into the ticket system.
- Contract Verification: Ensure reported incidents are covered by contract and verify caller details. Retrieve customer agreements on cost if no contract exists.
- Troubleshooting: Engage with customers to diagnose and solve incidents (e.g., password resets, software configuration) using the solution tree, knowledge base protocols, and remote troubleshooting tools.
- Escalation: Escalate unsuccessful resolutions according to established procedures and inform the customer of the next steps. Inform managers or dedicated IRM teams during customer escalations.
- Ticket Management: Monitor the Universal Work Queue (UWQ), creating and updating tickets to reflect cancellations or additional information.
- Documentation: Document all activities and update the appropriate knowledge management and reporting systems.
- Customer Satisfaction: Ensure high levels of customer satisfaction at all times.
Skills and Eligibility Criteria
Educational Background: Any Degree (Education or equivalent work experience required).
Experience: Minimum of 0 to 2 years of relevant experience in Service Desk Support or an equivalent combination of education and experience.
Mandatory Technical Skills:
- Basic understanding of software/hardware troubleshooting and familiarity with ticketing systems.
Competencies:
- Good local/client’s language skills (Written and spoken).
- Strong business English skills (Written and spoken) are mandatory.