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About the job
The service desk agent role is with one of the top 3 publicly listed Indian IT services companies. A global IT, consulting, and business process services company, headquartered in Bengaluru, with a strong presence across industries like healthcare, banking, and manufacturing.
Key responsibilities:
1. Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD.
2. Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User.
3. Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution.
4. Routes the enquiries to Resolver Groups as appropriate.
5. Re-routes misdirected calls.
6. Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures.
7. Provides status and updates on tickets to authorized users.
8. Reopens Ticket/Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction.
9. Makes recommendations for updates to the KB database.
Skill(s) required
Only those candidates can apply who:
1. are from Chennai, Pune, Bangalore only
Other requirements
1. Open to 2024 / 2025 / 2026 graduates (BCA / MCA / B.Tech / B.E only)
2. Good English communication skills (read, write, and speak)
3. Willing to work in rotational shifts (including night shifts – cab facility and night allowance would be provided by the company)
Annual CTC: ₹ 3,25,000 – 3,75,000 /year