International Service Desk - Call -- DIVYA

Greetings from KVC CONSULTANTS LTD!!

Job description: ---

We Are Hiring For International Service Desk Role for Leading IT Company

PUNE

BANGLORE

Hyderabad

(Immediate Joining) SALARY STRUCTURE :---

Rs 5.00 LPA --5.50 LPA GRADUATE with 1+ Years of Experience

Rs 5.60 LPA --7.00 LPA GRADUATE with 2+ Years of Experience

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 / BANGLORE SD / WITH YOUR RESUME .

DIVYA --- [phone removed]

RAKSHITA -- [phone removed]

ALISHA - [phone removed]

HR ZIKRA -- [phone removed] '

HR Bilkis - [phone removed]

-------------------------------------------------

KVC CONSULTANTS LTD

NO PLACEMENT CHARGES