International Service Desk Analyst

We are seeking a highly proficient and customer-focused International Service Desk Analyst to join KVC Consultants Ltd. In this role, you will be the first point of contact for end-users seeking IT help from around the globe, responsible for resolving infrastructure issues through various mediums like calls, web, chat, and service requests. Your excellent English communication skills will be crucial in logging, prioritizing, and resolving inquiries to ensure timely and effective support for our international clientele.

Roles and Responsibilities :

• Open, log, prioritize, assign, and close calls recorded in the IT Service Desk (IT SD) system.
• Ask the Customer End User for all relevant information concerning the call made or issue reported.
• Attempt to resolve the defined inquiries during the initial contact (while on the telephone, web, or chat) to meet the agreed-upon Service Level for First Call Resolution.
• Route inquiries to appropriate Resolver Groups when necessary.
• Re-route misdirected calls to the correct department or team.
• Escalate tickets that have not been resolved by the Service Desk, in accordance with established Customer escalation procedures.
• Provide status and updates on tickets to authorized users.
• Reopen existing tickets or create new ones for follow-up if the user indicates that the inquiry was not resolved to their satisfaction.
• Make recommendations for updates to the Knowledge Base (KB) database to improve future resolutions.
• Ensure strict adherence to all established policies and procedures.
• Facilitate the closure of open calls upon successful resolution.

Skills Requirement :

QUALIFICATION :

Skills Required

Service Desk, Speaking Skills, Troubleshooting, ticketing systems