Company Name: VARITE India Private Limited
About The Client:
An Indian multinational information technology (IT) consulting company headquartered in Noida, The company has offices in 52 countries and over 225,944 employees. The Client is a global IT services and consulting company that offers a wide range of services and products across various industries like IT Infrastructure Services, Cybersecurity Services, Cloud Services, Big Data and Analytics, Internet of Things (IoT) Solutions, Semiconductor Services and Enterprise Software Products.
Essential Job Functions:
- Efficiently manage escalated calls from the L1 support team
- Resolve incidents within defined SLAs for volume and turnaround time
- Handle a high volume of inbound user calls (approx. 90% of daily tasks)
- Document and manage incidents and service requests using the Incident Management System
- Respond to user queries via phone, email, instant messaging, and ticketing platforms
- Assign tickets to appropriate support teams and ensure timely follow-up until resolution
- Diagnoses and resolve technical issues through user interaction, log analysis, and research
- Provide Level 1 remote desktop support and execute tasks as per SOPs
- Perform user account management and escalate complex issues to specialized support teams
- Evaluate, analyze, and configure PC-based software applications (e.g., word processors, spreadsheets, email clients, etc.)
- Troubleshoot client-side software and basic network connectivity issues
- Prioritize and address customer complaints and technical problems effectively
- May assist in user/operator training or contribute to documentation of training procedures
- Adhere to quality standards (voice, accent, technical monitoring), regulatory guidelines, and company policies
- Drive customer satisfaction (CSAT) through effective resolution rates, minimal AHT, and reduced ticket reopening or rejections
- Maintain accurate worklogs and follow escalation protocols and compliance pro
📌 Service Desk (Noida)
🏢 VARITE
📍 Noida