International Service Desk @PUNE/Bangalore

Job Description

Greetings from KVC CONSULTANTS LTD. Hiring for IT MNC for Service Desk Analys t for PUNE -- HINJEWADI & BANGALORE - ELECTRONIC CITY Candidates residing in Pune and Bangalore may apply for the same & outstation candidates need to relocate to Pune . Biggest IT MNC in India Process -- International Service Desk Analyst Salary - UPTO Rs 4LPA plus Other perks and benefits 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 professional 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 " Note:- This is a WFO Profile and Candidate should be comfortable working for Pune or Bangalore location because this profile is available for these two locations. DM / WA / CALL ---Schedule your interview kindly call or drop your resume on the given numbers AND write - PUNE SD /BANGALORE SD WITH YOUR RESUME . HR REBA 9628373764 HR DIVYA 9821182650 HR AREESHA 9628373763 HR SIYA 7565006262 HR VANSHIKHA 9628373762 ------------------------------------------ ##KVC CONSULTANTS LTD## ##NO PLACEMENT CHARGES##