IT Service Desk Agent
2 days ago
We are seeking a highly skilled and customer-focused Service Desk Support Specialist to join our team. In this role, you will be the first point of contact for end-users seeking IT help, responsible for resolving infrastructure issues through calls, chat, and service requests. Your excellent communication skills in English will be crucial in logging, prioritizing, and resolving inquiries to ensure timely and effective support.
Key Responsibilities:
- Open, log, prioritize, assign, and close calls recorded in the IT Service Desk system.
- Obtain all relevant information from the Customer End User concerning the call made or issue reported.
- Attempt to resolve defined inquiries during the initial contact to meet the agreed-upon Service Level for First Call Resolution.
- Route inquiries to appropriate Resolver Groups when necessary.
- Re-route misdirected calls to the correct department or team.
- Escalate tickets that have not been resolved by the Service Desk, in accordance with established customer escalation procedures.
- Provide status and updates on tickets to authorized users.
- Reopen existing tickets or create new ones for follow-up if the user indicates that the inquiry was not resolved to their satisfaction.
- Make recommendations for updates to the Knowledge Base database to improve future resolutions.
- Ensure strict adherence to all established policies and procedures.
- Facilitate the closure of open calls upon successful resolution.
Skill Requirements:
- Proficient in English (Read, Write, Speak) with excellent verbal and written communication skills.
- Strong problem-solving and troubleshooting abilities for end-user infrastructure issues.
- Ability to manage and prioritize multiple inquiries from various channels (calls, chat, service requests).
- Experience with IT Service Desk logging and ticketing systems.
- Customer-focused with a strong commitment to providing excellent support.
- Ability to follow established policies, procedures, and escalation protocols.
- Proactive in identifying opportunities for knowledge base improvements.
Qualifications:
- Bachelor's degree or equivalent practical experience.
-
Service Desk Agent
3 days ago
Pune, Maharashtra, India Mphasis Full timeJob Opening: Service Desk Agent Location: Pune | Experience: 0–2 Years Company: Mphasis "We are seeking candidates who can join immediately. Applicants must hold a graduate degree in any discipline." Kindly share your resumes via email only .
-
Service Desk Agent
3 days ago
Bengaluru, Karnataka, India bangalore strategic solutions Full time**Job Title**: Service Desk Agent - L1 **Location**: Bangalore and Pune **Role**: Service Desk Agent - L1 **Band**: B1 **Designation**: Servicedesk Associate **Language**: English (Read + Write + Speak) **Type Of Support**: Voice process **Shift Pattern**: Rotational Shifts (Includes Night Shift 24/7) **Week Off Pattern**: 2 week off not necessarily...
-
Service Desk Agent
5 days ago
Bengaluru, Karnataka, India Mphasis Full timeJob Opening: Service Desk Agent Location: Bangalore | Experience: 0–2 Years Company: Mphasis
-
Deal Desk Associate
2 days ago
Bengaluru, Karnataka, India Radius Agent Full time**About Us**: We are a dynamic SaaS company operating in the Real Estate sector, dedicated to revolutionizing how agents manage their transactions and streamline their processes. Our team is driven by innovation, collaboration, and a commitment to excellence. As we continue to expand our brokerage operations, we are seeking a talented Deal Desk Associate...
-
Service Desk Agent
4 days ago
Pune, Maharashtra, India Mphasis Full timeJob Opening: Service Desk Agent Location: Pune | Experience: 0–2 Years Company: Mphasis "We are seeking candidates who can join immediately. Applicants must hold a graduate degree in any discipline." Kindly share your resumes via email only .
-
Service Desk Agent
1 week ago
Bengaluru, Karnataka, India A&O IT Group Full time**12 month fixed term contract working UK office hours** As Service Desk Agent (SDA), you will ensure a consistent quality of service for the installation, maintenance, and break fix incidents by way of incident ownership, monitoring, tracking and communication resulting in the adherence to customer Service Level Agreements and the delivery of exemplary...
-
Service Desk Agent
1 week ago
Bengaluru, Karnataka, India A&O IT Group Full time ₹ 6,00,000 - ₹ 8,00,000 per year6 month fixed term contract working UK office hoursAs Service Desk Agent (SDA), you will ensure a consistent quality of service for the installation, maintenance, and break fix incidents by way of incident ownership, monitoring, tracking and communication resulting in the adherence to customer Service Level Agreements and the delivery of exemplary levels of...
-
IT Service Desk, L1 Agent
3 days ago
Pune, Maharashtra, India Optimas Solutions Full time**Job Title**:**Level 1 Service Desk Agent**: Department: IT Service Desk Location: Pune, India or Monterrey, Mexico Reports To: Service Desk Lead or Manager Job Summary: A Level 1 Service Desk Agent is the first point of contact for users seeking any assistance and support within an organization. This role involves providing excellent customer service...
-
IT Service Desk, L1 Agent
3 days ago
Pune, Maharashtra, India Optimas Solutions Full time**Job Title**:**Level 1 Service Desk Agent**: Department: IT Service Desk Location: Pune, India or Monterrey, Mexico Reports To: Service Desk Lead or Manager Job Summary: A Level 1 Service Desk Agent is the first point of contact for users seeking any assistance and support within an organization. This role involves providing excellent customer service...
-
Service Desk Agent
3 days ago
Bengaluru, Karnataka, India Mphasis Full timeJob Opening: Service Desk Agent Location: Bangalore | Experience: 0–2 Years Company: Mphasis "We are seeking candidates who can join immediately. Applicants must hold a graduate degree in any discipline." Kindly share your resumes via email only.
