We are seeking a proactive and customer-focused Service Desk Analyst to join Franklin Templeton Companies LLC. This role is based in Hyderabad or Bangalore and involves providing first-level technical support to global users. The ideal candidate will manage multichannel support requests, including calls, chats, and emails, while ensuring timely incident resolution or escalation. The position requires working in a 24/7 rotational shift pattern, including weekends and US holidays, to maintain continuous support.
Key Responsibilities
- Provide 24/7 support in rotational shifts, covering weekends and US holidays.
- Handle inbound technical support requests via calls, chats, and emails.
- Log, categorize, and prioritize incidents using ServiceNow.
- Resolve Level 1 technical issues and escalate complex problems as needed.
- Communicate clearly and professionally with global customers to maintain high service standards.
- Ensure user satisfaction by providing timely updates and effective resolution of issues.
Required Qualifications
- Excellent oral and written communication skills.
- Prior experience in a Service Desk role supporting global customers.
- Strong troubleshooting and problem-solving abilities.
- Working knowledge of Windows OS, Office 365, Citrix, VPN, and basic networking concepts.
- Familiarity with hardware and software configuration, including mobile device setup.
- Ability to work in rotational shifts covering 24/7 operations.
Preferred Qualifications and Additional Information
- Experience with Jira Service Desk is a plus.
- Work-from-home options are limited and only permitted during emergencies.
- Planned leaves require a minimum of 30 days’ prior notice. Extended sick leave must be supported by medical documentation.
This role is graded P1/P2 and demands a high level of commitment to maintaining service quality in a dynamic, global environment. Candidates must be adaptable to shift work and demonstrate strong customer service orientation.
Job Details
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