Service Desk Executive

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

Roles and Responsibilities :

• Open, log, prioritize, assign, and close calls recorded in the IT Service Desk (IT SD system).
• Obtain all relevant information from the Customer End User concerning the call made or issue reported.
• Attempt to resolve defined inquiries during the initial contact 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, Ticket Management Systems, Communication Skills, Troubleshooting, Problem-solving, It Service Desk