Role & responsibilities

Provide 24x7 IT Helpdesk services delivering Level 0 (L0) and Level 1 (L1) support for 50+ banking applications. Handle inbound support requests from the Bank's internal users across India through the Interactive Voice Response (IVR) platform, Email and System and Chat. Log, track, and manage incidents and service requests using ManageEngine ServiceDesk. Coordinate with the Bank's IT Application team for incidents requiring backend analysis and resolution. Deploy resources to work onsite from Kolkata and Indore, as per the Bank's operational requirements. Ensure resources possess robust communication skills in English and Hindi, along with proficiency in at least one regional language from the following: Bengali, Marathi, Gujarati, Tamil, Telugu, Malayalam, Kannada, Punjabi, or Assamese. Support adherence to the Bank's defined service levels, operational processes, and escalation procedures while ensuring uninterrupted 24x7 service delivery.

📌 IT Helpdesk (Kolkata)
🏢 Bct Consulting
📍 Kolkata