Service Desk Technician (Hybrid)

As a Service Desk Technician, you will be an integral part of our global IT Team, providing high-quality technical support in a dynamic 24/7 environment (including weekends and public holidays) with work organized in monthly shift rotations. This role requires you to troubleshoot, process, and resolve Service Requests and Incidents while maintaining exceptional customer service standards. You will utilize support tools and collaborate closely with 2nd level support for escalated issues. Most support will be delivered remotely via phone and remote administration tools.

Hybrid work opportunity. 

India compensation is based upon the local competitive market.

Responsibilities 

• Handle calls and support users through various communication channels, including phone, email, and ticketing system.
• Resolve technical issues and provide support for internal employees to ensure smooth operations.
• Perform both technical and administrative tasks to uphold service quality and team success.
• Manage incidents through resolution, ensuring all updates and actions are properly documented.
• Apply and continuously improve Service Desk procedures to resolve issues efficiently and effectively.
• Stay current with emerging technologies and industry best practices to enhance support capabilities.

Key Qualifications and Skills

• Proficiency in English (B2-C1 level, written and spoken).
• Proven experience in a Service Desk / Helpdesk role, with a strong track record of delivering outstanding support.
• Expertise in call handling and troubleshooting customer inquiries effectively.
• Hands-on experience with Active Directory administration, Azure Active Directory, Microsoft O365 Admin Center and Microsoft Exchange.
• Familiarity with Intune Mobile Device Management (MDM) for managing and troubleshooting mobile devices (iOS and Android).
• Experience with SmartIT (BMC Remedy) or other ticketing system.
• Strong attention to detail and ability to follow established processes while also identifying practical workarounds in challenging situations.
• Exceptional customer care and communication skills, ensuring a positive user experience.
• A proactive problem-solving attitude, with the ability to adapt and resolve challenges effectively.
• Exceptional time management and prioritization skills, especially under urgent circumstances.
• Strong ability to work collaboratively in a fast-paced, team-oriented environment.

Our Cultural Values 

Entrepreneurs at heart, we are a customer first team sharing one goal and one vision. We seek team members who are: 

• Humble - No one is above another; we all work together to meet our clients’ needs and we acknowledge our own weaknesses
• Hungry - We all are driven internally to be successful and to continually expand our contribution and impact
• Smart - We use emotional intelligence when working with one another and with clients

Our culture shapes our actions, our products, and the relationships we forge with our customers. It helps us stand out in an ever-increasing crowd of providers. It is special and it is unique. It is KLDiscovery.

Who We Are

KLDiscovery provides technology-enabled services and software to help law firms, corporations, government agencies and consumers solve complex data challenges. The company, with offices in 26 locations across 17 countries, is a global leader in delivering best-in-class eDiscovery, information governance and data recovery solutions to support the litigation, regulatory compliance, internal investigation and data recovery and management needs of our clients.

Serving clients for over 30 years, KLDiscovery offers data collection and forensic investigation, early case assessment, electronic discovery and data processing, application software and data hosting for web-based document reviews, and managed document review services. In addition, through its global Ontrack Data Recovery business, KLDiscovery delivers world-class data recovery, email extraction and restoration, data destruction and tape management.

KLDiscovery has been recognized as one of the fastest growing companies in North America by both Inc. Magazine (Inc. 5000) and Deloitte (Deloitte’s Technology Fast 500). Additionally, KLDiscovery is an Orange-level Relativity Best in Service Partner, a Relativity Premium Hosting Partner and maintains ISO/IEC 27001 Certified data centers.

KLDiscovery is an Equal Opportunity Employer.

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