| Company Name | SoftwareOne |
| Job Role | Junior Associate- Service Desk |
| Qualification | Bachelor’s Degree |
| Experience | Freshers |
| Salary | 4 – 6 LPA(Expected) |
| Location | Gurgaon, India |
About the Role
We are hiring a Junior Associate – Service Desk to be the first point of contact for technical support requests. In this role, you will manage ticket triage, inbound call handling, SLA monitoring, and Level 1 SOP tasks while ensuring exceptional customer service. You will work closely with resolver teams and the NOC to maintain smooth IT service operations.
Key Responsibilities
- Ticket Triage & Routing: Accurately collect issue details and assign tickets to the right resolver groups.
- Inbound Call Support: Handle user calls, create tickets, and ensure proper documentation.
- Customer Escalations: Address and escalate service issues promptly.
- SLA Monitoring: Track SLA timelines and proactively prevent breaches.
- Execute Level 1 SOP Tasks: Perform basic IT operational checks, reports, and system verifications.
- NOC Coordination: Stay updated on service outages for internal communication.
Qualifications & Skills
Education:
- Bachelor’s Degree (IT preferred)
Technical Skills:
- Basic understanding of IT systems, ticketing tools, and support processes
- Exposure to Azure, AWS, and Microsoft 365 is desirable
- Certifications like ITIL Foundation, Microsoft Azure Fundamentals (AZ-900), or Microsoft 365 Fundamentals (MS-900) are a plus
Soft Skills:
- Excellent written & verbal communication skills
- Strong attention to detail and documentation accuracy
- Customer-first mindset & professionalism under pressure
- Ability to follow SOPs and work in a fast-paced, process-driven environment
- Team-oriented, proactive, and organized
Work Requirements:
- Willingness to work rotational shifts, weekends, and holidays to support 24×7 operations
How to Apply
After checking all the Responsibilities, skills & eligibility criteria, if you are interested and eligible for this role. Then, do apply by the following link
Click Here To Apply For The Job: Apply Now
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