Service Desk Representative

Service Desk Representative 

Location: This is a hybrid opportunity in Delhi NCR, Bangalore, Hyderabad, Gurugram area. 

Insight at a Glance 

• 14,000+ engaged teammates globally with operations in 25 countries across the globe. 

• Received 35+ industry and partner awards in the past year 

• $9.2 billion in revenue 

• #20 on Fortune’s World's Best Workplaces™ list 

• #14 on Forbes World's Best Employers in IT – 2023 

• #23 on Forbes Best Employers for Women in IT- 2023 

• $1.4M+ total charitable contributions in 2023 by Insight globally 

Now is the time to bring your expertise to Insight. We are not just a tech company; we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organisations through complex digital decisions.  

About the role  

As a Service Desk Representative, you will support desktop hardware, software, and telecommunications equipment while serving as the front line for Insight customers. We will count on you to respond to customer inquiries in person, by phone, email, and chat. Along the way, you will get to:  

• Manage customer issues across inbound channels, including in-person requests, phone queues, email, chat, web forms, and ticketing databases. 

• Troubleshoot and resolve hardware, software, password, Microsoft operating system, security, desktop application, peripheral, network, and account-management issues. 

• Accurately prioritize, categorize, track, and log calls, tickets, chats, and other requests in line with client or internal protocols, and proactively follow up on open issues. 

• Guide end users on equipment, software, and reference materials; research issues using available support resources; and collaborate with teammates to recommend resolutions and improvements. 

• Be AmbITious: This opportunity is not just about what you do today but also about where you can go tomorrow. When you bring your hunger, heart, and harmony to Insight, your potential will be met with continuous opportunities to upskill, earn promotions, and elevate your career. 

What we’re looking for 

• Bachelor's degree in a related field or equivalent experience, with 2-4 years of overall experience and at least one year of corporate help desk experience; two years is preferred. 

• Comprehensive knowledge of computer hardware and software concepts, including Microsoft products and network and account-management tools, with the ability to resolve moderately complex hardware, software, network, and operator issues. 

• Excellent customer service, interpersonal, verbal, and written communication skills, including the ability to interpret technical materials, write business correspondence, and present information to managers, customers, and teammates. 

• Ability to work professionally in a team environment, manage multiple tasks, and remain flexible with assigned work schedules; MTA, A+, or Network+ certification is preferred but not required. 

What you can expect  

We’re legendary for taking care of you, your family and to help you engage with your local community. We want you to enjoy a full, meaningful life and own your career at Insight. Some of our benefits include: 

• Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year. 

• Medical Insurance 

• Health Benefits 

• Professional Development: Learning Platform and Certificate Reimbursement 

• Shift Allowance 

But what really sets us apart are our core values of Hunger, Heart, and Harmony, which guide everything we do, from building relationships with teammates, partners, and clients to making a positive impact in our communities.