Service Desk Agent L1 Language: Proficient in English (Read + Write + Speak) Certification: Non-Native: Mandatory JPLT N1 ONLY and Minimum 2 years working for a voice support for a customer. Equivalent test of spoken and written and technical IT specific knowledge in both and English Role purpose: Answer calls and Service Requests from end users and track status and progress to resolution.
- Adherence to policies and procedures, closure of open calls after resolution.
- Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD.
- Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User.
- Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution.
- Routes the enquiries to Resolver Groups as appropriate.




- Re-routes misdirected calls.
- Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures.
- Provides status and updates on tickets to authorized users.
- Reopens Ticket / Creates current ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction.
- Makes recommendations for updates to the KB database.

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📌 Service Desk Agent (Pune)
🏢 Rekrut India
📍 Pune