10,820 Service Desk Analysts jobs in India

Company Overview

Jio is at the forefront of India's telecom revolution, serving over 400 million customers with an expansive portfolio of digital apps and services. As a leader in providing B2C and B2B solutions, Jio offers comprehensive 5G solutions and cloud-native platforms. With headquarters in Navi Mumbai and a workforce exceeding 10,001 employees, Jio continues to drive growth and innovation in the Media & Telecommunications industry.

Job Overview

Jio is seeking a Mid-Level Service Desk Engineer to join our team in Guwahati. The Service Desk Engineer will serve as the primary point of contact for users facing IT issues, providing 24/7 support. This role involves diagnosing and resolving technical problems, delivering prompt customer assistance, and ensuring adherence to service quality standards. The engineer will utilize various tools to manage tickets, document resolutions, and consistently strive to maintain high user satisfaction.

Key Skills & Competencies

Open to work in 24*7 shift environment.

• Receive, log, categorize and manage technical requests from the users via telephone, email, or a helpdesk system.
• Monitoring alerts - Performance, health, and security of computing systems, networks, and services to ensure they operate efficiently and securely (Performance Monitoring, Health and Availability Monitoring, Security Monitoring, Network Monitoring, Application Monitoring, Log Analysis, Alerting and Notification).
• Provide first-level resolutions to customer issue and promptly escalate unresolved queries to the next level of support.
• Take ownership of severity incidents and service requests ensuring response time, resolution, coordination, and resolution with the appropriate business teams.
• Manage and log all service requests (SR) from users via various channels (phone, email, portal). Categorize and prioritize service requests based on predefined criteria as per defined SLAs.
• Provide first-line investigation and diagnosis. Resolve those issues upon first contact when possible or escalate to higher-level support when necessary.
• Ensuring all faults are progressed & cleared within SLA as per defined targets and CSAT.
• Monitor the performance of IT services and contribute to reports on service desk performance and user satisfaction.
• Identify recurring problems and contribute to their resolution. Suggest improvements to the service desk process.

Key Skills and Competencies

Familiar with working on Windows, Linux, Networking & Cloud technologies.

Good command in Microsoft Excel and PowerPoint for reporting and presentations.

Excellent English communication and customer handling skills.

Proficiency in IT Service Management tools.

Knowledge of ITIL practices and methodologies.

Company Overview

Jio is at the forefront of India's telecom revolution, serving over 400 million customers with an expansive portfolio of digital apps and services. As a leader in providing B2C and B2B solutions, Jio offers comprehensive 5G solutions and cloud-native platforms. With headquarters in Navi Mumbai and a workforce exceeding 10,001 employees, Jio continues to drive growth and innovation in the Media & Telecommunications industry.

Job Overview

Jio is seeking a Mid-Level Service Desk Engineer to join our team in Guwahati. The Service Desk Engineer will serve as the primary point of contact for users facing IT issues, providing 24/7 support. This role involves diagnosing and resolving technical problems, delivering prompt customer assistance, and ensuring adherence to service quality standards. The engineer will utilize various tools to manage tickets, document resolutions, and consistently strive to maintain high user satisfaction.

Key Skills & Competencies

   Open to work in 24*7 shift environment.

• Receive, log, categorize and manage technical requests from the users via telephone, email, or a helpdesk system.
• Monitoring alerts - Performance, health, and security of computing systems, networks, and services to ensure they operate efficiently and securely (Performance Monitoring, Health and Availability Monitoring, Security Monitoring, Network Monitoring, Application Monitoring, Log Analysis, Alerting and Notification).
• Provide first-level resolutions to customer issue and promptly escalate unresolved queries to the next level of support.
• Take ownership of severity incidents and service requests ensuring response time, resolution, coordination, and resolution with the appropriate business teams.
• Manage and log all service requests (SR) from users via various channels (phone, email, portal). Categorize and prioritize service requests based on predefined criteria as per defined SLAs.
• Provide first-line investigation and diagnosis. Resolve those issues upon first contact when possible or escalate to higher-level support when necessary.
• Ensuring all faults are progressed & cleared within SLA as per defined targets and CSAT. 
• Monitor the performance of IT services and contribute to reports on service desk performance and user satisfaction.
• Identify recurring problems and contribute to their resolution. Suggest improvements to the service desk process.

Key Skills and Competencies

   Familiar with working on Windows, Linux, Networking & Cloud technologies.

   Good command in Microsoft Excel and PowerPoint for reporting and presentations.

   Excellent English communication and customer handling skills.

   Proficiency in IT Service Management tools.

   Knowledge of ITIL practices and methodologies.

24th June, 2025

About the Job:
To log all customer incidents and requests accurately. Proactively monitor, review and chase outstanding tickets to ensure that they are responded to promptly, following defined operating procedures and within agreed contractual service levels. 

What will you do?

Receive, scope and accurately log, then process each customer ticket and, following known and agreed processes, carry out basic fault diagnosis.

For each customer ticket, identify and apply the correct priority, SLA and category whilst capturing a full detailed description of the issue.

Undertake documented first-line fixes for basic technical issues for defined contracts.

Identify the correct resolution group for each customer ticket and ensure that clear and concise information is recorded to enable efficient call management and resolution within the SLA.

Own tickets and ensure the customer or user is kept fully updated throughout its lifecycle.

Obtain confirmation from engineers and partners that tickets have been accepted and are being progressed, and obtain updates as needed to ensure SLAs are achieved.

Utilize available Knowledge Bases to maximize the speed of resolution and improve customer satisfaction.

Ensure that all activities, including any chases or follow ups, are added to call management toolsets or, where applicable, the customers’ databases to enable continuous support from ESP’s Global Service Desks.

Proactively monitor, identify and follow up on any tickets that are in jeopardy of breaching contractual obligations and, where necessary, escalate in line with operating procedures.

Maintain high standards of customer service at all times to encourage an excellent customer experience.

Meet all Global Service Desk standards and agreed response times, ensuring that follow up information from telephone calls and emails is logged and added to the correct ticket.

Ensure that all defined telephony and email service levels are met.

What will you bring to ESP?

At least 1 years' experience in a customer facing / customer service role, with an IT background for role holder to perform fully and effectively in the job

Good knowledge of MS Office products.

Knowledge of call management systems, preferably ServiceNow

Self-motivated with a willingness to learn and adapt to any new change or situation.

Very good verbal and written communication skills.

Process driven with the ability to be innovative.

Excellent inter-personal skills; ability to communicate with customers at all levels

If you are….
Motivated to develop your career in Service Desk, supported by a strong learning and development culture, you are passionate about delivering service excellence and like the variety of end-user environments we should connect and explore.

What we will offer:
Personal & Professional Development
Within a learning and development culture, we offer unlimited access to a wealth of professional and personal training so that you may develop your career. We will guide all employees to both specific technologies and client environment training and compliment with recommended learning journeys via our L&D system, that cater to helping you reach career goals or objectives — whether you want to become a knowledge expert in your field or apply your skills to another division.
Diversity, Inclusion & Belonging
We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here.

Salary:
We offer a competitive range based upon suitability or experience.

Benefits:

Holiday Leave

Medical Insurance

Perkbox discounts

Who are we:
ESP Global Services has been providing customized 24/7 Global IT support solutions since 1992, expertly managed by a dedicated service delivery team, we offer day-to-day support via teams of on-site engineers or responsive visiting engineers, and multi-lingual service desk coordination that’s manages over 1,000 tickets a day for more than 200 customers.

Our ability to deliver customer-centric, targeted, and tailored IT support solutions is a natural fit for the complex needs of the fast-paced and evolving aviation industry. We developed technology-based solutions to address the high emphasis on meeting extremely short service levels spread across large campus areas with strict security controls. Supporting equipment for airports and airlines in many locations worldwide, has led to an IT support approach that applies equally to any global business with multiple international locations, wide campuses, and demanding security requirements. Plus, our spares, repairs, and logistics service enables us to deliver intelligent end-to-end IT hardware lifecycle management anywhere in the world.

We are global community of exceptional people passionately working together with one shared vision. We uphold the highest standards of ethics, compliance, and security. We are fully ITIL-aligned and ISO-accredited for Environment, Information Security, Business Continuity, IT Service Management, and Occupational Health and Safety, and have privacy built by design into all our systems.

Our vision and ethos have stood the test of time, and we aim to exceed expectation and delight customers every time and our values are integral to the way we work together.

Join a team that prioritizes excellence—our ISO 9001 certification reflects our commitment to quality and superior customer service.

ESP Global Services is an equal opportunity employer.

**Customer Service**
- Follow10 feet Rule : Greet **EVERY** customer who comes within a 10 Feet radius of any staff
- Follow “Lean time equals Learn Time” principle at all times

**Complaint Management**:

- Resolve customer complaint & queries as per defined process. Ensure SLA adherence
- Where required, escalate to SM and provide on priority resolution

**Facilitation**:

- Installation : Manage end-to-end installation process for calls created at store
- Repair : Follow repair facilitation process for carry in products (EW/DOA/FS)
- RPA : Assist customer on product returns, follow inward RF process
- Follow up with head cashier on account sale closures
- Interact across touch points (customer/brand/EW/CC), review & follow-up on pending repair calls

**Service assurance**
- Proactive out calling to customers on high value purchase as per SOP
- Continuous update during installation & repair on in-store facilitation to customers - GAN/ID

**Reporting**
- **Daily**:Checklist update on share point. SM & CSM to review daily report
- **Weekly**: In-store meeting with SM & CSM to review service performance

**Hygiene standards(Daily)**:

- Keep CSD table FREE of clutter
- Checks availability of drinking water & disposable glasses
- Maintain personal grooming as per company standards
- Adhere to assigned shifts

Attend daily store briefing**Customer Service**
- Follow10 feet Rule : Greet **EVERY** customer who comes within a 10 Feet radius of any staff
- Follow “Lean time equals Learn Time” principle at all times

**Complaint Management**:

- Resolve customer complaint & queries as per defined process. Ensure SLA adherence
- Where required, escalate to SM and provide on priority resolution

**Facilitation**:

- Installation : Manage end-to-end installation process for calls created at store
- Repair : Follow repair facilitation process for carry in products (EW/DOA/FS)
- RPA : Assist customer on product returns, follow inward RF process
- Follow up with head cashier on account sale closures
- Interact across touch points (customer/brand/EW/CC), review & follow-up on pending repair calls

**Service assurance**
- Proactive out calling to customers on high value purchase as per SOP
- Continuous update during installation & repair on in-store facilitation to customers - GAN/ID

**Reporting**
- **Daily**:Checklist update on share point. SM & CSM to review daily report
- **Weekly**: In-store meeting with SM & CSM to review service performance

**Hygiene standards(Daily)**:

- Keep CSD table FREE of clutter
- Checks availability of drinking water & disposable glasses
- Maintain personal grooming as per company standards
- Adhere to assigned shifts

Attend daily store briefing

**Competencies**:Process & result orientation, Customer Focus, Excellent Interpersonal effectiveness, Conflict Management & resolution, Good Written and Spoken language skills

**Salary**: ₹14,000.00 - ₹17,000.00 per month

**Benefits**:

- Leave encashment
- Provident Fund

Day range:

- Monday to Friday
- Weekend availability

Shift:

- Day shift

Ability to commute/relocate:

- Sarjapura, Bengaluru, Karnataka: Reliably commute or willing to relocate with an employer-provided relocation package (required)

**Education**:

- Higher Secondary(12th Pass) (preferred)

Work Location: In person

Our client is seeking an experienced and proactive Customer Service Lead to manage their technical support operations in Mysuru, Karnataka, IN . This role is crucial for ensuring exceptional customer support and maintaining high levels of customer satisfaction for their product users. The ideal candidate will have a strong background in customer service, technical troubleshooting, and team leadership. You will be responsible for overseeing the daily activities of the customer service team, handling escalated customer issues, and ensuring adherence to service level agreements (SLAs). Key duties include training and mentoring customer service representatives, monitoring performance metrics, and implementing strategies to improve efficiency and customer experience.

You will also be responsible for developing and updating customer support documentation, FAQs, and knowledge base articles to empower customers and support agents. Collaborating with product development and quality assurance teams to identify and resolve recurring technical issues will be an integral part of the role. The Customer Service Lead will also analyze customer feedback and support data to identify trends and recommend improvements to products and services. Strong communication, problem-solving, and conflict-resolution skills are essential. The ability to remain calm and professional when dealing with difficult customer situations is paramount. This position offers an excellent opportunity to lead a dedicated team and make a significant impact on customer retention and loyalty. You will play a key role in shaping the customer support strategy and ensuring a positive brand image.

The successful candidate will possess a Bachelor's degree in a related field, with a minimum of 3 years of experience in customer service, preferably in a technical support environment. At least 1 year of experience in a supervisory or lead role is required. Excellent communication skills, both written and verbal, are mandatory. Proven ability to manage a team, resolve complex customer issues, and maintain high service standards is essential. Experience with CRM software and ticketing systems is highly desirable. This role offers a competitive salary, benefits, and the chance to grow within a supportive and dynamic organization.

Our client is seeking a dedicated and experienced Technical Support Lead to manage their Customer Service & Helpdesk operations based in **Jaipur, Rajasthan, IN**. This hybrid role allows for a mix of in-office presence for team leadership and training, and remote work for individual case management and reporting. The ideal candidate will possess strong technical acumen, excellent customer service skills, and the ability to guide and motivate a support team.

Key Responsibilities:

• Lead, train, and mentor a team of technical support representatives.
• Oversee the daily operations of the customer support helpdesk, ensuring efficient ticket resolution.
• Handle escalated customer technical issues and provide advanced troubleshooting.
• Develop and maintain comprehensive knowledge base articles and FAQs.
• Monitor customer satisfaction levels and implement strategies for improvement.
• Analyze support trends to identify recurring issues and provide feedback to product development teams.
• Ensure adherence to service level agreements (SLAs) and performance metrics.
• Manage support queues and allocate resources effectively to meet demand.
• Contribute to the development and refinement of support processes and tools.
• Act as a point of contact for complex technical inquiries and customer escalations.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 4 years of experience in technical support or customer service, with at least 1 year in a leadership or supervisory role.
• Strong understanding of common operating systems, software applications, and hardware.
• Excellent problem-solving and diagnostic skills.
• Superior communication and interpersonal skills, with a customer-centric approach.
• Experience with helpdesk software and ticketing systems (e.g., Zendesk, ServiceNow).
• Ability to manage and motivate a team effectively.
• Proficiency in documenting technical procedures and customer interactions.
• Adaptability to a hybrid work environment and commitment to delivering exceptional support.

This is a great opportunity to advance your career in customer service and technical support within a growing company.

Our client, a leading technology services provider, is seeking a motivated and experienced Customer Service Lead to manage their remote technical support team. This is a fully remote position, allowing you to work from anywhere. You will be responsible for overseeing daily operations of the customer service department, ensuring exceptional support delivery and customer satisfaction. Key duties include managing a team of customer service representatives, handling escalated customer issues, developing and implementing support strategies, and monitoring team performance. The ideal candidate will have a strong background in customer service and technical support, excellent leadership and coaching skills, and a deep understanding of CRM systems and ticketing platforms. You must be adept at problem-solving, de-escalating difficult situations, and maintaining a high level of professionalism. This role requires a commitment to continuous improvement and a passion for providing outstanding customer experiences. Responsibilities:

• Lead and manage a team of remote technical support agents.
• Monitor customer interactions and provide coaching to improve service quality.
• Handle escalated customer complaints and resolve issues efficiently.
• Develop and implement customer service policies and procedures.
• Analyze customer feedback and operational data to identify areas for improvement.
• Train new team members on products, services, and support protocols.
• Ensure all customer inquiries are handled promptly and professionally.

Qualifications:

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 4 years of experience in customer service, with at least 2 years in a supervisory or leadership role.
• Proven experience in technical support environments.
• Proficiency in CRM software and helpdesk ticketing systems.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong organizational and time-management abilities.
• Ability to effectively manage and motivate a remote team.

Our client is looking for a dedicated and customer-focused Technical Support Specialist to join their growing team in **Jaipur, Rajasthan, IN**. This role is essential for ensuring our clients receive exceptional support for their technical inquiries and issues. The ideal candidate will be proficient in troubleshooting software and hardware problems, guiding users through step-by-step solutions, and providing a positive customer experience. Responsibilities include responding to customer support tickets via email, phone, and chat, diagnosing and resolving technical issues efficiently, escalating complex problems to senior support staff when necessary, and maintaining accurate records of customer interactions and resolutions. You will also be responsible for contributing to the knowledge base by documenting common issues and solutions. A strong aptitude for learning new technologies and software applications quickly is paramount. The ability to communicate technical information clearly and concisely to both technical and non-technical audiences is critical. This position requires a patient, empathetic, and highly organized individual who thrives in a fast-paced environment. Excellent communication and interpersonal skills are a must, along with a proven ability to manage multiple tasks simultaneously. The role is based in our **Jaipur, Rajasthan, IN** office, requiring your presence to provide hands-on support and engage with the team directly. We are committed to providing a supportive work environment where you can grow your technical support skills and career. Join us to make a tangible difference in customer satisfaction and contribute to the success of our client's products.

**Description**
At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, you'll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career.
Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express.
**How will you make an impact in this role?**
The incumbent will be responsible for processing Card Member Account Maintenance, inquiries for Express Cash, Reconciliation & Remediation, Unclaimed funds, providing the extended support in Merchants for US Market. Prompt Handling of customer maintenance related Requests for Consumer Customers within specified timeframes. Appropriate evaluation of Credit Balance Refund requests by analyzing available Information, and towards prevention of losses to the Company
**Responsibilities:**
+ Provide functional expertise and ongoing support to operations and cross functional initiatives
+ Handle maintenance related queries like balance, statement, APR and other maintenance requests with integrity & within specified timeframes.
+ Receive US Abandoned Property customer claims via E-mail, Fax.
+ Track incoming claims and opening CLIC cases within defined SLA.
+ Handle customer's query through E-mails.
+ Ensure all payments are getting issued as per defined SLA.
+ Supporting Merchant teams
+ Develop and leverage close relationships with business partners to enable successful delivery on operational goals.
+ Drive key metrics by making recommendations based on data analyses and implementing strategies.
+ Real time management of daily volume and the execution of daily production strategy
+ Respond to all customer queries in a timely and comprehensive manner keeping Customer first ethos.
+ Deliver to the Colleagues, Customer and Shareholder metrics as per goals.
+ Highlight issues through feedback and recommend changes in workflows, procedures, service levels, based on customer demands, to meet their needs and ensure quality service is always provided.
+ Ensure adherence to quality and compliance guidelines.
+ Support any new initiatives in the directorate
+ Balance customer interests with the interests of American Express.
+ Communicate effectively, oral and written to identify and document necessary information.
**Minimum Qualifications**
+ Any Graduate
**Preferred Qualifications**
+ Analytical Skills
+ Advance Excel
**Qualifications**
We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones' physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally:
+ Competitive base salaries
+ Bonus incentives
+ Support for financial-well-being and retirement
+ Comprehensive medical, dental, vision, life insurance, and disability benefits (depending on location)
+ Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need
+ Generous paid parental leave policies (depending on your location)
+ Free access to global on-site wellness centers staffed with nurses and doctors (depending on location)
+ Free and confidential counseling support through our Healthy Minds program
+ Career development and training opportunities
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
Offer of employment with American Express is conditioned upon the successful completion of a background verification check, subject to applicable laws and regulations.
**Job:** Operations
**Primary Location:** India-Haryana-Gurugram
**Schedule** Full-time
**Req ID:** 25015297