INT Service Desk/ Tech Support Voice _Call DIVYA

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

Job summary

KVC CONSULTANTS LTD is hiring for an International Service Desk role. The position handles incident management, ticketing, and end-user support across calls, chat, and emails for clients in a global IT environment.

The candidate should have 1+ year of SD experience, excellent English, and be comfortable working on-site in Bangalore or Pune. This WFO opportunity offers a structured support model with focus on SLA compliance and customer satisfaction.

Qualifications

• Experience in IT help desk or service desk, preferably in an international context.
• Proficient in English (Read + Write + Speak).
• Prior SD experience is mandatory.

Responsibilities

• Incident Management: handle and resolve technical issues promptly to minimize downtime.
• Ticketing System Management: create, track, and close service requests.
• Customer Support: provide first-line support via calls, chat, and email.
• Problem Diagnosis: identify root cause and escalate when needed.
• SLA Compliance: ensure response and resolution within SLAs.
• Knowledge Management: maintain and update knowledge bases.
• Escalation Management: route complex issues to higher tiers.
• Monitoring and Reporting: track incidents and report trends.
• Customer Satisfaction Focus: deliver high-quality service at all times.

Skills

Incident Management

Ticketing System

Customer Support

Problem Diagnosis

SLA Compliance

Knowledge Management

Escalation Management

Monitoring and Reporting

Customer Satisfaction

Service Continuity

Job description

Job description:

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

SALARY STRUCTURE :

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

Rs 5.50 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.