Service desk agent

3 weeks ago

Bengaluru, India Diversified Full time
Job Summary:
The NOC Agent - Tier 1 is responsible for handling all client interactions through our ticketing
system, making sure to document every step of the process from start to finish. This includes
performing initial triage and troubleshooting of the issue, and deciding whether the issue needs to
be assigned to the Tier II team or if a technician needs to be dispatched to the site.
Primary Duties and Responsibilities:
• Receive and track service requests from clients via phone, email, chat, Customer Portal, or automated ticket alerts.
• Make outbound calls for proactive monitoring of tickets.
• Complete Tier 1 level troubleshooting with internal and external clients.
• Work with team members as needed to ensure proper ticket entitlement/coverage.
• Provide remote white glove support for client meetings/events as required.
• Adhere to all departmental and company-wide guidelines, practices, policies, and procedures.
• Log and track issues using incident/problem management database (Connect Wise) with accurate, up to date information.
• Work with NOC Tier 2 Agents, Field Technicians, subcontractors, and clients to maintain communication on open service tickets.
• Maintain tickets; update and follow-up with internal and external clients/personnel within the required contractual SLA timeframe.
• Review open tickets to ensure timely resolution.
• Provide updates to clients on any changes to their service ticket.
• Communicate with prospective clients and refer them to Sales as needed.
• Determine when an issue requires escalation to a higher-level support member or management.
Complexity:
Handle multiple issues and prioritize which issue resolution demands priority while balancing quality and service delivery to clients.
Decision Making Authority:
Accountable for identifying issues that need to be escalated to Tier 2, Management, or another internal party who can resolve.
Education/Certifications:
 High School Diploma or Graduation
 Comp Tia A+ Certification (preferred)
 Comp Tia Network+ Certification (preferred)
 Avixa CTS Certification (preferred)
Required Knowledge, Experience and Skills:
 At least one-year related customer service industry experience; or equivalent combination of
education and experience.
 Ability to read and interpret documents such as safety rules, operating instructions, and
procedure manuals.
 Ability to write routine reports and correspondence.
 Ability to transcribe onsite reports from technicians.
 Ability to interpret a variety of instructions furnished in written or oral form.
 Ability to solve problems and deal with variables in situations where limited standardization
exists.
 Ability to provide an excellent customer experience to clients.
 Open to feedback and direction
 Accountable, reliable and takes ownership.
 Proficient with Microsoft Office Suite.
 Exceptional interpersonal & communication skills.
 Strong attention to detail.
 Ability to quickly switch between tasks and work under pressure with excellent results.
 Ability to work both independently and within a team.
 Excellent organizational skills & ability to maintain accurate records
 Ability to work in stressful situations.
 Ability to meet deadlines.
Desired Knowledge, Experience and Skills:
 Experience with audio-visual, corporate video, and/or IT related systems.
 Experience with ticketing systems (Connect Wise, Salesforce, Service Now, Remedy, Zendesk,
etc)
 Experience with ERP and/or CRM applications.

  • Deal Desk Associate

    5 months 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

    5 months 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...

  • Global Service Desk Agent

    6 months ago

    Bengaluru, Karnataka, India LRI Invest Full time

    Description - Job Specification - ROL01IT Service Desk Agent(24*7 Support) Key duties and responsibilities - Serve as the single point of contact for end User ICT requests and support issues. - Log and assign all IT requests and work requests accurately in the Apex IT ticketing system. - Perform troubleshooting and initial diagnostics of assigned IT...

  • Service Desk Operations Manager

    4 weeks ago

    Bengaluru, Karnataka, India Wipro Full time

    Job Summary We are seeking a highly skilled Service Desk Operations Manager to lead our team in providing exceptional customer service and support. As a key member of our Service Desk team, you will be responsible for managing the day-to-day operations, ensuring timely and effective issue resolution, and driving process improvements.Key Responsibilities •...

  • Global IT Service Desk Agent

    5 months ago

    Bengaluru, Karnataka, India LRI Invest Full time

    Description IT Service Desk Agent (24*7 Support) Key duties and responsibilities - Serve as the single point of contact for end User ICT requests and support issues. - Log and assign all IT requests and work requests accurately in the Apex IT ticketing system. - Perform troubleshooting and initial diagnostics of assigned IT tickets, including remote...

  • Service Desk Agent

    6 months ago

    Bengaluru, India Hemmersbach GmbH & Co. KG Full time

    Answer calls of customers, clients and technicians, Ticket handling for requests dealing with server hardware - India - Bangalore - Young professionals - Full-time **—** Your Benefits **—****: - Buddy program- Health insurance- International environment- Job with purpose- Mentor program- Modern and centrally located office- Onboarding program**Your...

  • Global IT Service Desk Agent

    5 months ago

    Bengaluru, Karnataka, India LRI Invest Full time

    Description - Job Specification - ROL01- IT Service Desk Agent(24*7 Support) Key duties and responsibilities - Serve as the single point of contact for end User ICT requests and support issues. - Log and assign all IT requests and work requests accurately in the Apex IT ticketing system. - Perform troubleshooting and initial diagnostics of assigned IT...

  • Global IT Service Desk Agent

    6 months ago

    Bengaluru, Karnataka, India LRI Invest Full time

    Description IT Service Desk Agent(24*7 Support) Key duties and responsibilities - Serve as the single point of contact for end User ICT requests and support issues. - Log and assign all IT requests and work requests accurately in the Apex IT ticketing system. - Perform troubleshooting and initial diagnostics of assigned IT tickets, including remote...

  • Managed Services Client Service Desk Agent

    6 months ago

    Bengaluru, Karnataka, India NTT Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve...

  • Service Desk Associate

    6 months ago

    Bengaluru, Karnataka, India Bangalore Strategic Solution Full time

    Position: Technical Support/Service Desk Agent - Level 1 Location: Bangalore Job Summary: Key Responsibilities: - Serve as the primary point of contact for all IT-related inquiries from clients, full-time employees, vendors, and contractors. - Update ticket statuses regularly and provide timely updates to authorized users regarding the progress of their...

  • ServiceNow Virtual Agent Specialist

    4 weeks ago

    Bengaluru, Karnataka, India Kenvue Full time

    Job Title: ITSM Solution ArchitectJob Summary:We are seeking an IT Service Management Operations Lead to join our team at Kenvue. In this role, you will be responsible for the operational management of support teams tools and services supporting the Service Desk, including virtual agent, survey, translations and scheduling.Key Responsibilities:Manage the...

  • 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...

  • Service Desk Associate

    9 hours 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...

  • IT Service Desk

    2 months ago

    Bengaluru, Karnataka, India Natobotics Technologies Private Limited Full time

    **Job description** Role**:IT Service Desk** Location**:Bangalore, Chennai** Rotational Shift: Work from office Level - PA Max CTC - 6.5 LPA Experience:2 years - _ Service Desk JD for the opening at Bangalore/Chennai location. - IT Service Desk (Voice process) role for healthcare project. - Should be familiar with basic Citrix, Vmware, Outlook,...

  • ServiceNow Virtual Agent Strategist

    4 weeks ago

    Bengaluru, Karnataka, India Kenvue Full time

    Job Role SummaryAs an ITSM Solution Architect at Kenvue, you will be responsible for operational management of support teams tools and services supporting the Service Desk, including virtual agent, survey, translations and scheduling.Key Responsibilities:Lead the deployment of ServiceNow Virtual Agent to improve user experience and reduce higher cost...

  • IT Operations Manager for ServiceNow Virtual Agent

    2 weeks ago

    Bengaluru, Karnataka, India Kenvue Full time

    Job OverviewKenvue is seeking an experienced IT Operations Manager to lead the implementation and management of our ServiceNow Virtual Agent solution. As a key member of our IT team, you will be responsible for ensuring the successful deployment and ongoing maintenance of this critical technology.About the RoleAs an IT Operations Manager for ServiceNow...

  • MS Service Desk Analyst

    1 week ago

    Bengaluru, India NTT DATA Full time

    Job Description Make an impact with NTT DATAJoin a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.Your day at NTT...

  • Front Desk Operations Manager

    4 weeks ago

    Bengaluru, Karnataka, India Spandana Hospital Full time

    Key Responsibilities for Front Desk ManagerLead the front desk team by setting a positive example and providing guidance and support to front desk agentsAnticipate and address guest requests and needs in a timely and professional mannerCollaborate with the General Manager to develop and manage the front office budget, ensuring exceptional customer...

  • Service Desk Director

    2 days ago

    Bengaluru, Karnataka, India Mobile Programming LLC Full time

    About the Role:Mobile Programming LLC is seeking an experienced Service Desk Manager to oversee the daily operations of our service desk team. The successful candidate will be responsible for ensuring timely and effective resolution of user issues and requests, as well as developing and implementing processes to improve efficiency and customer...

  • Service Desk Agent

    1 month ago

    Bengaluru, India Diversified Full time

    Job Summary:The NOC Agent - Tier 1 is responsible for handling all client interactions through our ticketingsystem, making sure to document every step of the process from start to finish. This includesperforming initial triage and troubleshooting of the issue, and deciding whether the issue needs tobe assigned to the Tier II team or if a technician needs to...