India IT Serviceline First Level Support (Bangalore) [R762]

Job Description

In this role we provide the first point of contact for the customers and users who request or need a service from the IT organization. The first level support handles the incoming service requests, incidents, and questions through different channels, such as phone or ticket system. The first level support tries to resolve the issues as quickly and efficiently as possible, following predefined instructions as part of the Service catalogue. The first level support also escalates the issues that cannot be resolved at the first level to the second or third level support, or other specialized teams. The first level support also monitors which IT issues occur most often to identify fields of improvement. Expected experience: 2-3 years in first level support by today Expected skills: min. English B2 (good to very good)