Service Desk Technical support(International Voice)

Candidates typically undergo a three-round interview process: an initial technical screening to assess basic knowledge, a detailed technical interview focusing on troubleshooting scenarios and ITSM tools, followed by an HR round to evaluate cultural fit and communication skills. The difficulty is moderate, with emphasis on real-world problem solving and customer service scenarios.

Naukri.com fosters a collaborative environment where employees can grow through continuous learning and mentorship. The platform emphasizes work-life balance and offers numerous opportunities for skill development and career progression.

Graduation not required; Fresher or 0-5 years experience in technical support; Basic technical knowledge of Windows OS, Microsoft Office, VPN/Citrix, and Active Directory; Excellent communication skills in English; Willingness to work rotational shifts (night shifts) and work from office; Immediate joiner; No pursuing students; No backlog policy mentioned.

Round 1: Technical screening → Round 2: Technical interview → Round 3: HR

Tech Mahindra, a global IT services and consulting giant, has been a pioneer in delivering innovative technology solutions since 1986. With a presence in over 90 countries and a workforce exceeding 200,000 employees, the company has built a reputation for excellence in digital transformation, cloud, AI, and cybersecurity. The Hyderabad office, located in the bustling Bahadurpally area, is a key hub for customer support and service operations, catering to a diverse international clientele. The Service Desk Technical Support (International Voice) role is designed for individuals who thrive in a fast-paced, customer-centric environment. As a Technical Support Associate or Senior Technical Support Associate, you will be the first line of defense for resolving technical issues faced by global customers. Your responsibilities will span from troubleshooting software and hardware problems to managing service desk operations and ensuring high levels of customer satisfaction. Key Responsibilities: 1. Provide L1/L2 technical support via calls and emails for international voice customers. 2. Troubleshoot and resolve issues related to Windows OS, Microsoft Office & O365, VPN, Citrix, and Exchange. 3. Manage user accounts in Active Directory – password resets, account unlocks, and user provisioning. 4. Utilize ITSM tools such as ServiceNow, BMC Remedy, HPSM, and CA Service Desk to log, track, and close incidents. 5. Perform hardware and network troubleshooting for desktops, laptops, printers, and LAN connectivity. 6. Conduct remote troubleshooting sessions for desktop, laptop, mobile, and printer issues. 7. Apply basic knowledge of antivirus, patch management, and SCCM for endpoint security. 8. Maintain accurate documentation of incidents and resolutions. 9. Adhere to ITIL processes and best practices for service management. 10. Participate in rotational shifts, including night shifts, to support 24/7 global operations. Tech Stack: - ITSM Platforms: ServiceNow, BMC Remedy, HPSM, CA Service Desk - Directory Services: Active Directory - Operating Systems: Windows 7/8/10 - Productivity Suite: Microsoft Office & O365 - Connectivity: VPN, Citrix, Exchange - Security: Antivirus, Patch Management, SCCM Growth Path: Starting as a Technical Support Associate, you can progress to Senior Associate, Team Lead, and eventually move into specialized roles such as Service Desk Manager, ITIL Consultant, or Cloud Support Engineer. The company offers structured training programs, mentorship, and certification sponsorships to accelerate career growth. Why Join? - Work with a global brand that values innovation and customer success. - Gain hands-on experience with industry-standard tools and processes. - Enjoy a supportive work culture that encourages learning and development. - Benefit from competitive compensation and comprehensive benefits. - Opportunity to work in a multicultural environment and enhance your communication skills. This role is ideal for freshers or professionals with up to five years of experience in technical support, especially those who are comfortable handling international voice support and are eager to learn and grow within a leading IT services organization.