Hiring For Service Desk / Tech Support @Pune - Call Alisha

KVC CONSULTANTS LTD; Pune District, Bengaluru; On-site; INR 450,000 - 700,000; Full time

Benefits offered by this job

Two-way cab

5 days work

Rotational shifts

Job summary

KVC CONSULTANTS LTD is hiring for an International Service Desk role in Pune, India. Immediate joining with 5 days work week and rotational shifts. Salary ranges from 4.50 LPA to 7.00 LPA depending on graduate status and experience.

Role focuses on resolving end-user infra issues via calls, chat, and service requests, with emphasis on incident management, SLA adherence, and customer satisfaction.

Qualifications

• Graduation required.
• Good English speaking skills mandatory.
• Experience in an international service desk is preferred.

Responsibilities

• Handle end-user infra issues via calls, chat and tickets.
• Manage incident and service requests in the ticketing system.
• Provide first-line support and accurate solutions to customers.

Education

Graduate

Job description

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

Immediate Joining

Salary Structure :

Rs 4.50 LPA --5.50 LPA GRADUATE with 1+ Years of Experience-

Rs 7.00 LPA for experienced with 2 years of exp

5 days working

Rotational shifts

2 way cab

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 elevate 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

Thanks & Regards

HR Team

KVC CONSULTANTS LTD