Company Name: VARITE India Private Limited

About The Client:

A global IT services and consulting company, multinational information technology (IT), headquartered in Tokyo, Japan. The Client offers a wide array of IT services, including application development, infrastructure management, and business process outsourcing. Their consulting services span business and technology, while their digital solutions focus on transformation and user experience design. It excels in data and intelligence services, emphasizing analytics, AI, and machine learning. Additionally, their cybersecurity, cloud, and application services round out a comprehensive portfolio designed to meet the diverse needs of businesses worldwide.

Essential Job Functions:
Respond to inbound calls and log incidents and requests for users.
Triage emails & self-service incidents and requests at inception, capture all relevant information to arrive at an initial diagnosis
Prioritize incidents and requests as per the agreed service level agreements
Call end-users as necessary




Execute resolutions and fulfilment activities as part of FCR that are part of Service De
Functionally escalate incidents and requests, to respective resolver teams

Proactively request updates for incidents and requests which are assigned to resolver teams

Seek end user acceptance of incident resolution and request fulfilment activities

Document details and steps taken to resolve an incident or request

Proactively suggest knowledgebase articles for consideration of publication

Remotely connect to devices and systems to provide first line support (which include but are not limited to password resets, account and software administration)

Qualifications:
Experience: 3 to 5 Years
Valuable communication skills
18 months of Experience in international voice process is must
Graduation is mandatory with no backlogs
International inbound call handling experience (preferably UK/US)
Positive written & spoken English
ITIL ba

📌 Service Desk Analyst Bengaluru
🏢 VARITE
📍 Bengaluru