Service Desk Analyst – International Voice Support

Job Title: Service Desk Analyst – International Voice Support Location: Chennai Experience: 2.5 – 5 Years Shift: Night Shift (Mandatory) Joining: Immediate Joiners Preferred Job Summary: We are looking for a Service Desk Analyst with strong international voice support experience to provide first-level support to end users. The ideal candidate should possess excellent communication skills, experience in handling inbound and outbound calls, ticket management, and user access-related requests while ensuring a high level of customer satisfaction. Key Responsibilities - Handle inbound and outbound calls from end users and provide timely support. - Log, track, update, and resolve incidents and service requests through the ticketing system. - Manage user access requests, account provisioning, password resets, and related UAM activities. - Troubleshoot and resolve user queries within defined SLAs. - Escalate unresolved issues to appropriate support teams and follow up until closure. - Maintain accurate documentation of incidents, resolutions, and customer interactions. - Ensure adherence to service desk processes and operational guidelines. - Deliver a positive customer experience through effective communication and problem-solving. Required Skills - 2.5+ years of experience in Service Desk, Helpdesk, Voice Support, or Customer Support roles. - Strong experience in international voice support. - Experience handling inbound and outbound calls. - Experience with ticket management and incident/service request handling. - Exposure to User Access Management (UAM) activities such as account creation, modification, and password resets. - Excellent verbal and written communication skills. - Strong customer service orientation and problem-solving skills. - Ability to work independently in a fast-paced environment. Preferred Skills - Experience with ticketing tools such as ServiceNow, Remedy, Jira, Zendesk, or similar platforms. - Knowledge of ITIL service management processes. - Experience supporting global customers. Mandatory Requirements - International Voice Support experience. - Excellent communication skills. - Willingness to work in Night Shifts. - Immediate to short notice joiners preferred. Skills: Servicenow, Customer Support, Helpdesk, International Voice Support, Service Desk Analyst Experience: 2.00-5.00 Years