Service desk agent
1 month ago
- 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 ofeducation and experience. Ability to read and interpret documents such as safety rules, operating instructions, andprocedure 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 standardizationexists. 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.
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eJAmerica | Service Desk Agent | bangalore
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bangalore, India eJAmerica Full timePosition OverviewThe Help Desk Support Specialist will provide first-level IT support with a focus on international voice support. The role involves troubleshooting technical issues, handling escalations, and ensuring seamless communication with global customers. The position requires candidates to operate in a 24x7 shift from the Infosys Bangalore...
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eJAmerica | Service Desk Agent | bangalore
2 weeks ago
bangalore, India eJAmerica Full timePosition OverviewThe Help Desk Support Specialist will provide first-level IT support with a focus on international voice support. The role involves troubleshooting technical issues, handling escalations, and ensuring seamless communication with global customers. The position requires candidates to operate in a 24x7 shift from the Infosys Bangalore...
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eJAmerica | Service Desk Agent | bangalore
2 weeks ago
bangalore, India eJAmerica Full timePosition Overview The Help Desk Support Specialist will provide first-level IT support with a focus on international voice support. The role involves troubleshooting technical issues, handling escalations, and ensuring seamless communication with global customers. The position requires candidates to operate in a 24x7 shift from the Infosys Bangalore office....
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Service Desk Agent
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Service Desk Agent
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bangalore, India Diversified Full timeJob 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...
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Service Desk Technician
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IT Service Desk Analyst
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IT Service Desk Specialist
3 weeks ago
Bangalore, India eJAmerica Full timeImmediate to 30 days Joiners Only Location -Bangalore US Time shift 3 – 4 years’ experience In customer service or a help desk environment; interest in IT field a plus. Handle Tier 1 help desk escalations through the company’s internal ticketing system. Troubleshoot common IT problems and have a thorough working knowledge of day-to-day...
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IT Service Desk Analyst
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IT Service Desk Analyst
2 months ago
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IT Service Desk Specialist
1 month ago
Bangalore Urban, India eJAmerica Full timeEmployee to operate from Infosys Bangalore office as per shift requirement (24x7)3 – 4 years’ experience In customer service or a help desk environment; interest in IT field a plus.Handle Tier 1 help desk escalations through the company’s internal ticketing system.Troubleshoot common IT problems and have a thorough working knowledge of day-to-day...
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IT Service Desk Specialist
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Telesales Agent
1 week ago
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IT Service Desk Analyst
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Service desk l1 technician
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Bangalore, India Milestone Technologies, Inc. Full timeMilestone Technologies, Inc. is seeking a Service Desk L1 Technician to assist in the management of IT operations and application support. This position is responsible for maintaining quality IT services and driving change for the business. Our goal is to deliver excellent technical and non-technical support with outstanding customer service and timeliness....
