International Service Desk Tech
2 days ago
Greetings from KVC CONSULTANTS LTD
Job description:
We Are Hiring For International Service Desk Role With Leading IT MNC Company.
(Immediate Joining )
Language: Proficient in English (Read + Write + Speak )
Role purpose:
Resolve End Users infra issues when they seek help from IT help desk through various mediums like calls , chat and Service Requests
*Roles and Responsibilities of Service Desk in an International BPO*
- Incident Management: Handle and resolve technical issues, service interruptions, or customer complaints promptly to minimize downtime and disruptions for clients.
- Ticketing System Management: Create, manage, and track service requests or incidents in the ticketing system, ensuring timely responses and resolutions.
- Customer Support: Provide first-line support for clients or end-users through multiple channels (phone, email, chat), ensuring accurate solutions and professional service.
- Problem Diagnosis: Identify the root cause of issues reported by customers and provide effective solutions or escalate to higher-level support teams when necessary.
- Service Level Agreement (SLA) Compliance: Ensure all service requests are handled within agreed-upon SLAs, maintaining response and resolution times.
- Knowledge Management: Maintain and update knowledge base articles, troubleshooting guides, and FAQs to assist both customers and agents in resolving common issues.
- Escalation Management: Escalate unresolved or complex issues to the appropriate tier of support or specialized teams, ensuring efficient issue resolution.
- Monitoring and Reporting: Monitor system performance, incident trends, and ticket progress, and generate reports for continuous service improvement.
- Customer Satisfaction Focus: Ensure positive customer experiences by resolving queries efficiently and providing quality service at all stages of the support process.
- Service Continuity: Actively participate in activities ensuring consistent service availability and quick recovery from service disruptions or outages. Mandatory Language Skill: Prior SD experience and good English speaking skills
" Note:- This is a WFO Profile and Candidate should be comfortable working for Bangalore or Pune because this profile is available for these two locations.
DM / WA / CALL ---Schedule your interview kindly call or drop your resume on the given numbers AND write - PUNE SD OR BANGLORE SD WITH YOUR RESUME .
HR SHIVANGI
HR YAGYANSHI
HR SHRUTI
HR DIVYA
KVC CONSULTANTS LTD
NO PLACEMENT CHARGES
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