Greetings from KVC CONSULTANTS LTD!!

Job description: ---

We Are Hiring For International Service Desk Role for Leading IT Company.

(Immediate Joining)

SALARY STRUCTURE :---

Rs 4.50 LPA --5.50 LPA GRADUATE with 1+ Years of Experience-

Rs 7.00 LPA for experienced with 2 years of exp

5 days working

Rotational shifts

2 way cab

Language: Proficient in English (Read + Write + Speak )

Role purpose:----Resolve End Users infra issues when they seek help from IT help desk through various mediums like calls , chat and Service Requests

*Roles and Responsibilities of Service Desk in an International BPO*

- 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 skilled 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 efficient 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. Mandatory Language Skill: Prior SD experience and good English speaking skills

Connect on the contact number below and share your resume, including Location and Profile.

Eg:- PUNE SD / BANG SD===

ARITRI = (phone hidden)

BILKIS - (phone hidden)

ZIKRA -(phone hidden)

Afeefa - (phone hidden)

Thanks & Regards

HR Team

KVC CONSULTANTS LTD

NO PLACEMENT CHARGES

📌 Hiring For Service Desk / Tech Support @Pune - Call Alisha
🏢 KVC Consultants
📍 Pune