International Service Desk/ Technical Support

2 days ago

Hyderabad, India KVC CONSULTANTS LTD Full time

Greetings from KVC CONSULTANTS LTD

Job description:

We Are Hiring For International Service Desk Role With Leading IT Company.

(Immediate Joining )

Job Location: Hyderabad.

Skill - Customer Support / Technical Support Advocate

Education - Full time BCA/BTECH/MCA/BE/MSc/BSC- Computer Science

Experience Years

Work from office.

5 Days working/Rotational shifts/Cabs Available.

Graduates with 1 year of international experience

Salary upto Rs 5.5 LPA

Graduates with 2 year of international experience

Salary upto Rs 7 LPA

Language: Proficient in English (Read + Write + Speak )

Role purpose:

Resolve End Users infra issues when they seek help from IT help desk through various mediums like calls , chat and Service Requests

*Roles and Responsibilities of Service Desk in an International BPO*

  • Incident Management: Handle and resolve technical issues, service interruptions, or customer complaints promptly to minimize downtime and disruptions for clients.
  • Ticketing System Management: Create, manage, and track service requests or incidents in the ticketing system, ensuring timely responses and resolutions.
  • Customer Support: Provide first-line support for clients or end-users through multiple channels (phone, email, chat), ensuring accurate solutions and professional service.
  • Problem Diagnosis: Identify the root cause of issues reported by customers and provide effective solutions or escalate to higher-level support teams when necessary.
  • Service Level Agreement (SLA) Compliance: Ensure all service requests are handled within agreed-upon SLAs, maintaining response and resolution times.
  • Knowledge Management: Maintain and update knowledge base articles, troubleshooting guides, and FAQs to assist both customers and agents in resolving common issues.
  • Escalation Management: Escalate unresolved or complex issues to the appropriate tier of support or specialized teams, ensuring efficient issue resolution.
  • Monitoring and Reporting: Monitor system performance, incident trends, and ticket progress, and generate reports for continuous service improvement.
  • Customer Satisfaction Focus: Ensure positive customer experiences by resolving queries efficiently and providing quality service at all stages of the support process.
  • Service Continuity: Actively participate in activities ensuring consistent service availability and quick recovery from service disruptions or outages. Mandatory Language Skill: Prior SD experience and good English speaking skills

" Note:- This is a WFO Profile and Candidate should be comfortable working for Pune because this profile is available for these two locations.

DM / WA / CALL ---Schedule your interview kindly call or drop your resume on the given numbers AND write -HYD- MS WITH YOUR RESUME .

HR SHRUTI

HR AREESHA

HR DIVYA

HR YAGYANSHI

HR SHIVANGI

KVC CONSULTANTS LTD

NO PLACEMENT CHARGES

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