2,016 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.

**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?**
We are looking for a colleague who is passionate about customers and interested in owning all aspects of customer relationships. In this role, the successful candidate will ensure extraordinary service by promptly and accurately responding to requests from merchants, onboarding the merchant accounts on the system, evaluating and analyzing merchant account information and recommending tailored solutions to merchants that add value to their business. Supporting the merchant business for EMEA market.
+ Know your Customer (KYC) and Anti-Money Laundering (AML) due diligence and ensure merchant accounts are set up in line with the CHC guidelines for EMEA market
+ Providing best in class merchant experience by resolving financial and maintenance queries for EMEA based merchants
+ Perform analysis and due diligence including merchant outreach for suspense accounts
+ Liaising with the various affiliation channels to ensure this process runs smoothly (Third parties, Client Managers, Acquisition teams etc
+ Ensure customers, stakeholder, and colleague metrics such as Occupancy, UPH (Unit per Hour) and Quality are met
**Minimum Qualifications**
+ Graduate or post-graduate
**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)
+ 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:**

Pearson VUE (pearsonvue.com) has been a pioneer in the computer-based testing industry for decades, delivering more than 15 million certification and licensure exams annually in every industry from academia and admissions to IT and healthcare. We are the global leader in developing and delivering high-stakes exams via the world's most comprehensive network of nearly 20,000 test centers in 180 countries. Our leadership in the assessment industry is a result of our collaborative partnerships with a broad range of clients, from leading technology firms to government and regulatory agencies. Pearson VUE is regularly featured on the Forbes list of Best Employers, and we are recognized in the Best Employers. We are proud to offer an exceptional environment to develop your professional career, and we are now hiring for a Customer Service Operations Support Administrator to join our successful team in Noida, India.
At Pearson VUE we offer truly global career opportunities, and we have ambitious plans for the future! We are proud to offer our people many exciting career development opportunities, incentives, rewards, and a competitive benefits package. When you join us as Customer Service Analyst, you can look forward to working with many talented, motivated colleagues who all share our passion for helping customers throughout their learning and assessment journey.
This is a fantastic opportunity for you to gain experience working with our diverse internal professional teams and corporate functions and have the opportunity to share feedback, suggesting ways we can improve and streamline our internal processes to ensure the business is successful. You may even have the chance to work with some of our clients and help with some of our exciting projects!
Pearson VUE is a business of Pearson, the world's leading learning company with global-reach and market-leading businesses. Pearson is listed on both the London and New York stock exchanges (UK: PSON; NYSE: PSO).
Primary Responsibilities
+ Preparing departmental reports for the Customer Service business unit.
+ Managing the onboarding and offboarding process for the customer service department.
+ Performing administrative tasks related to contingent workers (e.g., ensuring completion of mandatory training, resolving password and system issues, etc.)
+ Overseeing telephony requirements and addressing related issues, as well as facilitating new telephony requests to ensure new clients are ready for launch.
+ Facilitating configuration and support of client chat services.
+ Act as an escalation point for related issues.
+ Analyzing and identifying trends in departmental reports.
+ Other duties as assigned
Qualifications/Education and Experience:
+ Required Education- Bachelor's degree
+ 2 years of experience in a similar/related position
+ Excellent oral and written communication skills
+ Familiar and comfortable working in a busy corporate environment/shifts (24*7)
+ Experience in providing application support
+ Proficient with MS Office Suite
+ Ability to learn and use new AI based tools
Desired Candidate Profile:
+ Excellent oral and written communication skills
+ Great attention to detail
+ Problem-solving skills
+ Strong organizing and time management skills
+ Effective teamwork skills
**Who we are:**
At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.
Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing
**Job:** Customer Success
**Job Family:** GO_TO_MARKET
**Organization:** Assessment & Qualifications
**Schedule:** FULL_TIME
**Workplace Type:** Hybrid
**Req ID:** 21076

**Who We Are**
At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.
**The Role**
Have you been wanting to get into IT but don't have tech experience, this could be your gateway. Do you love how it feels to help someone solve a problem? Want a chance to see lots of career options up close before you choose your path forward? Then there's a good chance you'll love being a Customer Service Representative at Kyndryl.
Being great in this job is less about your resume and more about your personality. We are looking for friendly, helpful, and empathetic people who have an interest in technology but not necessarily tech experience. As a Customer Service Representative, you'll be the face and voice of Kyndryl, helping customers solve their problems every day.
A Customer Service Representative combines the know-how of tech support with problem solving and customer service, so bring your people skills and we'll teach you the rest. It's a fun and fast-paced role where you'll start learning and contributing right away. The first month, you learn the ropes and get set up with one client on production. Soon, you'll be multi-tasking and providing interactive solutions (chat, email, MS Teams) while treating our customers to concierge-level care.
You will also work with back-office teams to handle escalations. This is your chance to work alongside senior co-workers who will share their knowledge. As you interact with many different people on a variety of problems, you'll grow your experience, skill, and grasp of what other job roles do. In addition, there are plentiful opportunities to find and work with mentors.
You can become an expert with Microsoft 365, especially Excel, and get trained on a variety of different platforms. And you can earn certifications including Google Cloud, Azure, Microsoft, etc. In fact, the learning opportunities are what most people like best about this role. It's fun, challenging, and fast-paced - you definitely won't be bored!
Your future at Kyndryl
This is a true "start here, go anywhere" opportunity. As you get a close-up look at a wide variety of Kyndryl job roles, you can choose your career path. Many have moved up to the 2nd or 3rd level escalation team. Others go on to further education/certifications and more senior or technical roles.
**Who You Are**
You're good at what you do and possess the required experience to prove it. However, equally as important - you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused - someone who prioritizes customer success in their work. And finally, you're open and borderless - naturally inclusive in how you work with others.
**Required Skills and Experience**
+ 0-1 year experience in customer service or technical support role.
+ Flexible to work in Voice and Chat Process.
+ Willing to work in Night Shifts / Rotational Shifts.
+ Willingness to Work from Office as per Hybrid Work Model.
+ Windows 10 troubleshooting, excellent communication skills and also customer service skills.
**Preferred Skills and Experience**
· Experience working with Windows, Mac, or Linux operating systems
· Troubleshooting and problem-solving expertise
· Support help desk experience
· Customer support experience
· Experience modifying approaches and adapting to customer needs
**Being You**
Diversity is a whole lot more than what we look like or where we come from, it's how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we're not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That's the Kyndryl Way.
**What You Can Expect**
With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter - wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.
**Get Referred!**
If you know someone that works at Kyndryl, when asked 'How Did You Hear About Us' during the application process, select 'Employee Referral' and enter your contact's Kyndryl email address.
Kyndryl is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Our client is looking for a dedicated and customer-focused Customer Service & Technical Support Specialist to join their vibrant team in Bengaluru, Karnataka, IN . This role is critical in ensuring customer satisfaction by providing timely and effective support for our products and services. You will be the primary point of contact for customers, resolving inquiries, troubleshooting technical issues, and ensuring a positive customer experience.

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Diagnose and resolve technical issues related to software, hardware, or services.
• Guide customers through product features, troubleshooting steps, and best practices.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Escalate complex issues to appropriate internal teams when necessary, ensuring follow-up until resolution.
• Proactively identify trends in customer issues and provide feedback to product development and quality assurance teams.
• Contribute to the creation and maintenance of a knowledge base with FAQs, troubleshooting guides, and user manuals.
• Educate customers on product updates, new features, and service enhancements.
• Maintain a high level of customer satisfaction through empathetic and efficient support.
• Achieve key performance indicators related to response time, resolution rate, and customer feedback.
• Collaborate with team members to share knowledge and best practices.
• Identify opportunities to improve customer support processes and tools.
• Provide product demonstrations and onboarding assistance to new users.
• Handle customer complaints and feedback with professionalism and a focus on resolution.
• Maintain up-to-date knowledge of the company's products and services.

The ideal candidate will have a Bachelor's degree or equivalent experience. A minimum of 2 years of experience in customer service or technical support is required, preferably in a SaaS or technology environment. Excellent communication, active listening, and problem-solving skills are essential. A patient and empathetic approach to customer interactions is a must. Proficiency in using helpdesk software and CRM systems is necessary. Ability to work effectively in a fast-paced, team-oriented environment is important. Familiarity with common operating systems and troubleshooting techniques is beneficial. This hybrid role offers a balance of in-office collaboration and remote flexibility.

Our client is seeking an experienced and empathetic Customer Service Lead to manage their Technical Support team. This role is pivotal in ensuring exceptional customer experiences by providing timely and effective solutions to technical issues. You will lead, mentor, and motivate a team of customer service representatives, fostering a culture of excellence and customer-centricity. Responsibilities include overseeing daily operations, managing escalations, developing training materials, and implementing process improvements to enhance efficiency and customer satisfaction. The ideal candidate will possess strong leadership qualities, excellent communication and problem-solving skills, and a deep understanding of technical support methodologies. Proven experience in managing customer service teams, preferably within a technology or software environment, is essential. You should be adept at analyzing customer feedback, identifying trends, and developing strategies to address recurring issues. Familiarity with CRM systems and ticketing platforms is a must. This is a fully remote position, requiring strong organizational skills and the ability to effectively manage a distributed team. You must be able to inspire your team, resolve complex customer issues, and contribute to the overall success of the customer service department. A Bachelor's degree in a related field or equivalent experience is preferred.

Responsibilities:

• Lead, train, and motivate a team of technical support agents.
• Oversee daily operations of the customer service department.
• Manage and resolve complex customer escalations.
• Develop and implement customer service policies and procedures.
• Monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction.
• Identify training needs and develop training programs for the team.
• Analyze customer feedback and implement improvements to service quality.
• Collaborate with other departments to resolve customer issues effectively.
• Maintain and update knowledge base and support documentation.

Qualifications:

• Minimum 5 years of experience in customer service, with at least 2 years in a leadership role.
• Proven experience in technical support or a related field.
• Strong understanding of customer service principles and best practices.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency with CRM software and ticketing systems.
• Ability to analyze data and identify trends for process improvement.
• Strong problem-solving and conflict-resolution abilities.
• Bachelor's degree in Business, Technology, or a related field, or equivalent experience.

This is a fully remote role, with responsibilities extending to supporting customers utilizing products and services relevant to the Ghaziabad, Uttar Pradesh, IN market.

Our client is seeking enthusiastic and customer-focused individuals to join their remote Customer Service team as Technical Support Specialists. This is a fully remote position, allowing you to provide exceptional support from the comfort of your own home. You will be the first point of contact for customers experiencing technical issues with our products or services. Your primary responsibility will be to troubleshoot problems, provide clear and concise solutions, and ensure a high level of customer satisfaction. This role requires excellent communication skills, patience, and a strong aptitude for understanding and resolving technical challenges. Key duties include responding to customer inquiries via phone, email, and chat; documenting customer interactions and resolutions accurately; escalating complex issues to senior support staff when necessary; and contributing to a knowledge base of common problems and solutions. The ideal candidate will have a passion for helping people, excellent problem-solving abilities, and at least 2 years of experience in a customer service or technical support role. Familiarity with CRM software and remote support tools is a plus. A stable internet connection and a dedicated workspace are required for this remote position. If you are a detail-oriented individual with a knack for explaining technical concepts simply and effectively, and you thrive in a remote work environment, we encourage you to apply. This is a great opportunity to grow your career in customer support and make a real difference in our customers' experience.

Our client is seeking a dedicated and tech-savvy Customer Service & Technical Support Specialist to join their expanding team. This role is ideal for individuals who excel at problem-solving, possess excellent communication skills, and are passionate about providing outstanding customer experiences. You will be the primary point of contact for customers seeking assistance with our products and services, resolving technical issues, and providing product information. This role requires a patient and empathetic approach, coupled with strong technical aptitude.

Responsibilities:

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and resolve technical issues related to our software and hardware products.
• Provide clear and concise instructions and guidance to customers.
• Escalate complex issues to higher-level support teams when necessary.
• Document all customer interactions, issues, and resolutions in the CRM system.
• Educate customers on product features, troubleshooting steps, and best practices.
• Identify trends in customer issues and provide feedback to product development and quality assurance teams.
• Contribute to the creation and maintenance of our knowledge base and FAQ sections.
• Achieve and maintain customer satisfaction targets.
• Proactively identify opportunities to improve the customer support process.

Qualifications:

• High school diploma or equivalent; Associate's or Bachelor's degree in a related field is a plus.
• Proven experience in customer service, technical support, or a similar role.
• Strong understanding of common software and hardware troubleshooting techniques.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
• Patience, empathy, and a customer-centric attitude.
• Proficiency in using helpdesk software and CRM systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Adept at learning new technologies and software quickly.
• Experience in the **Surat, Gujarat** region is an advantage but not required for this remote role.
• Ability to work flexible hours, including weekends and holidays, as needed.

This is a great opportunity to join a growing company and contribute to its success by ensuring exceptional customer support. This role is fully remote.

Our client is seeking a highly skilled and customer-focused Customer Service Representative specializing in Technical Support for their office in **Mysuru, Karnataka, IN**. This role is integral to ensuring that clients receive prompt, accurate, and effective technical assistance for our products and services. The ideal candidate will possess excellent problem-solving skills, a patient demeanor, and a strong aptitude for troubleshooting technical issues. You will be responsible for responding to customer inquiries via phone, email, and chat, diagnosing hardware and software problems, and guiding users through step-by-step solutions. A key aspect of this role involves maintaining detailed records of customer interactions, issues, and resolutions within our CRM system. You will also play a role in identifying trends in customer issues and providing feedback to the product development team for continuous improvement. This position requires a commitment to delivering exceptional customer service, exceeding expectations, and fostering customer loyalty. Strong communication skills are paramount, enabling you to explain complex technical concepts in an easy-to-understand manner. We are looking for individuals who are proactive, eager to learn, and passionate about helping customers resolve their technical challenges. The ability to work effectively in a team environment, collaborate with colleagues, and escalate issues when necessary is also important. This is a great opportunity to join a growing company and develop your career in customer support and technical assistance.

Responsibilities:

• Respond to customer technical inquiries via phone, email, and chat.
• Diagnose and troubleshoot hardware, software, and network issues.
• Provide clear and concise instructions to customers to resolve technical problems.
• Escalate complex issues to higher-level support teams when necessary.
• Maintain accurate and detailed records of customer interactions and resolutions.
• Follow established procedures and protocols for issue resolution.
• Identify and report recurring technical issues to product development teams.
• Educate customers on product features and best practices.
• Contribute to the knowledge base by creating and updating support articles.
• Ensure customer satisfaction by providing timely and effective support.
• Participate in team meetings and training sessions.
• Adhere to service level agreements (SLAs).

Qualifications:

• High school diploma or equivalent; Associate's or Bachelor's degree in a technical field preferred.
• Proven experience in technical customer support or helpdesk roles.
• Strong understanding of common operating systems (Windows, macOS, Linux) and software applications.
• Excellent troubleshooting and problem-solving skills.
• Superb communication and interpersonal skills.
• Ability to explain technical concepts to non-technical users.
• Proficiency in using CRM software and ticketing systems.
• Patience and a customer-centric approach.
• Ability to work independently and as part of a team.