Service Desk

2 weeks ago

Bengaluru, India Blue Ocean Ventures Full time

**Service Desk Agent L1**:
**Language** : Proficient in English (Read + Write + Speak)

Equivalent test of spoken and written and technical IT specific knowledge in both and English

**Role purpose**:
Answer calls and Service Requests from end users and track status and progress to resolution.

**Main responsibilities**:
Adherence to policies and procedures, closure of open calls after resolution.

**Major activities**:
Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD

Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User

Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution

Routes the enquiries to Resolver Groups as appropriate

Re-routes misdirected calls

Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures

Provides status and updates on tickets to authorized users

Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction

Makes recommendations for updates to the KB database

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