Resolve End Users' infrastructure issues when they seek help from the IT help desk through various mediums like calls, chat, and Service Requests.
Roles and Responsibilities:
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 effective 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.

Skills Requirement:
Prior Service Desk (SD) experience is mandatory.
Excellent English speaking skills are mandatory.
Robust troubleshooting and problem-solving abilities for infrastructure issues.
Proficie

📌 International Technical Support/ Service Desk Secunderabad
🏢 KVC CONSULTANTS
📍 Secunderabad