IT Helpdesk Voice Specialist

Overview

Orcapod Consulting Services, a leading multinational corporation, is seeking an experienced IT Helpdesk Voice Specialist to join their team in Chennai. The role involves providing thorough technical and functional support for various enterprise applications in a 24x7 setup with rotational shifts. This position requires international technical voice experience and involves working from the office five days a week.

Job Responsibilities

The Application Help Desk Analyst acts as the main point of contact for user support, handling inquiries, incidents, and service requests related to both commercial and custom-built applications. The candidate will troubleshoot, escalate, and collaborate with product and engineering teams to ensure prompt problem resolution and enhance the support process. Additionally, the role involves contributing to knowledge management, improving application usability, and supporting program governance within a dynamic environment.

Key Requirements

• Minimum 2 years of experience in an international inbound technical voice process.
• Proficient in incident and project management platforms such as ServiceNow (SNOW), Azure DevOps (ADO), or similar tools for ticket handling and lifecycle management.
• Quick adaptability to new technologies and a strong customer-focused approach to translate technical details into practical outcomes.
• Excellent written communication skills for documenting and explaining complex issues to non-technical users.
• Strong customer service proficiency with empathy, professionalism, and accountability for issue resolution.
• Ability to handle multiple priorities efficiently within SLA requirements in a fast-paced environment.
• Fluent English communication skills, both spoken and written, with strong interpersonal and presentation abilities.
• High emotional intelligence demonstrated through active listening, sound judgment, and diplomatic responsiveness under pressure.
• Experience with reporting tools and data analysis, including MS Excel and Tableau, to generate operational insights.
• Attention to detail with a commitment to accuracy, quality, and continuous process enhancement.
• Availability to work rotational shifts in a 24x7 operations setting with weekly offs.
• Willingness to work exclusively from the office location in Chennai.

Additional Details

• Shift pattern: Rotational 24x7 schedule with weekly off in rotation.
• Location: Chennai, India (Work from Office).
• Notice period: Immediate joiners preferred.
• Salary range: Up to ₹632,000 per annum. Candidates can expect a 30% to 40% increase on their current fixed CTC, subject to performance in technical interview rounds.
• Valid PAN card is mandatory for application processing and screening verification.

Eligibility

Applicants must hold a graduation degree to qualify for this role.