Greetings from KVC CONSULTANTS LTD!!

Job description:

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

Job Locations :

PUNE (HINJEWADI PHASE - 2)

Bangalore

SALARY STRUCTURE :-

SALARY FOR FRESHERS -- Rs 2.77 LPA

SALARY -- Rs 4.50 to 5.50 LPA -- FOR 1+ Years of Exp

only for Pune / Bangalore

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 qualified 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 - Prerna - (phone hidden)

HR Alisha - (phone hidden)

HR SAKSHI - (phone hidden)

HR ZIKRA -- (phone hidden)

HR Bilkis - (phone hidden)

##KVC CONSULTANTS LTD##

##NO PLACEMENT CHARGES##

📌 International Technical Support @ Pune-Call Alisha
🏢 KVC Consultants
📍 Pune