Job Summary:

The Service Desk Agent - Tier 1 is responsible for handling all client interactions through our ticketing system, making sure to document every step of the process from start to finish. This includes performing initial triage and troubleshooting of the issue and deciding whether the issue needs to be assigned to the Tier II team or if a technician needs to be dispatched to the site.

Primary Duties and Responsibilities:

Receive and track service requests from clients via phone, email, chat, Customer Portal, or automated ticket alerts.
Make outbound calls for proactive monitoring of tickets.
Complete Tier 1 level troubleshooting with internal and external clients.
Work with team members as needed to ensure proper ticket entitlement/coverage.
Provide remote white glove support for client meetings/events as required.
Adhere to all departmental and company-wide guidelines, practices, policies, and procedures.
Log and track issues using incident/problem management database (ConnectWise) with accurate, up to date information.
Work with NOC Tier 2 Agents, Field Technicians,



subcontractors, and clients to maintain communication on open service tickets.
Maintain tickets; update and follow-up with internal and external clients/personnel within the required contractual SLA timeframe.
Review open tickets to ensure timely resolution.
Provide updates to clients on any changes to their service ticket.
Communicate with prospective clients and refer them to Sales as needed.
Determine when an issue requires escalation to a higher-level support member or management.

Complexity:
Handle multiple issues and prioritize which issue resolution demands priority while balancing quality and service delivery to clients.

Decision Making Authority:
Accountable for identifying issues that need to be escalated to Tier 2, Management, or another internal party who can resolve.

Education/Certifications:

High School Diploma or Graduation
ITIL V4Foundation
Avixa CTS Certification (pre

📌 Service Desk Agent 1, Bengaluru, India
🏢 Diversified.
📍 Bengaluru