Service Desk Associate

1 month ago

Bengaluru Karnataka, India Koch Global Services Full time

**Our Team**
Koch is a privately held global organization with over 120,000 employees around the world, with subsidiaries involved in manufacturing, trading, and investments. Koch Business Solutions India (KGSI) is being developed in India to extend its IT operations, as well as act as a hub for innovation in the IT function. As KGSI rapidly scales up its operations in India, it's employees will get opportunities to carve out a career path for themselves within the organization. This role will have the opportunity to join on the ground floor and will play a critical part in helping build out the Koch Business Solutions India Pvt Ltd (KGSI) over the next several years. Working closely with global colleagues would provide significant global exposure to the employees.

**What You Will Do**

**- Live Support (Calls & Chats)**:
Primarily responsible for providing real-time support to users through calls and chats, ensuring prompt and accurate resolution of IT issues.
- **Communication**:
Communicating high-priority information to leadership, relationship managers, and downstream teams to guarantee timely responses and resolutions.
- **Knowledge Management (KCS)**:
Creating, updating and flagging Knowledge-Centered Service (KB) articles. Coaching team members to advance in their KCS journey to maintain a robust knowledge base.
- **Team Development**:
Coaching, mentoring, developing, and supporting Service Desk team members in daily operations, providing exemplary IT customer support to all Koch Companies.
- **Process Innovation**:
Continually monitoring, automating and innovating Service Desk processes and procedures to enhance knowledge awareness and maximize team efficiencies.
- **Quality Assurance**:
Performing quality checks on chats, calls, and tickets on a weekly basis, and sharing findings with the Supervisors to ensure high standards of service.
- **Hot Topic Management**:
Tracking, documenting, and communicating hot topics and trending issues with Service Desk agents and leadership to ensure proactive management of recurring issues.

**Who You Are (Basic Qualifications)**
- **Communication Skills**:
Excellent oral and written communication skills, necessary for effective interaction with users, stakeholders and team members.
- **Critical Thinking & Problem-Solving**:
Strong critical thinking and problem-solving skills to diagnose and resolve complex IT issues.
- **Team Player**:
Ability to work collaboratively within a team, showing willingness to assist others and share knowledge.

**What Will Put You Ahead**
- **Experience**:
International calling experience is preferred.

2-4 years of exp in IT Service Desk.

Knowledge of using ticketing tools (preferably ServiceNow & Genesys) and CRM tools is advantageous.
- **Education**:
Undergraduate / Graduate / Post Graduate degree in a relevant field.
- **Availability & Flexibility**:
Willingness to work in a 24/7 environment with rotational shifts, including weekends.

**Who We Are**

As a Koch company, Koch Global Services (KGS) creates solutions spanning technology, human

resources, finance, project management and anything else our businesses need. With locations in

India, Mexico, Poland and the United States, our employees have the opportunity to make a global

impact.

At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.

"Koch is proud to be an equal opportunity workplace".

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