Service Desk Agent

Job description :

Job Title : Service Desk Agent

Work Experience : 6 months to 2 years

Work Location : Pune

Work Environment : Mandatory Work From Office (WFO), 24 / 7 rotational shifts, 5-day work week

Role Overview :

As a Service Desk Agent , you will be the first point of contact for end users seeking technical assistance. Your primary responsibility is to understand, document, and resolve customer issues while adhering to defined processes and quality standards. This role demands strong communication skills, a customer-centric mindset, and the ability to work effectively in a fast-paced environment.

Key Responsibilities :

• Provide support via calls, chats, and emails to end users.
• Accurately identify and log issues as Service Requests or Incidents , and provide Level 1 (L1) resolution.
• Escalate priority incidents to Subject Matter Experts (SMEs) as needed.
• Maintain and update incident records throughout their lifecycle, ensuring timely progress updates and resolution.
• Ensure incidents resolved at the Service Desk are marked as First Time Fix .
• Close completed Incidents / Changes / Requests with appropriate documentation and closure codes.
• Monitor and act on auto-generated incidents from alert systems, prioritizing and escalating as necessary.
• Handle complex customer scenarios with professionalism and empathy, ensuring timely and dependable resolutions.
• Provide technical assistance and status updates to users, maintaining high levels of customer satisfaction.
• Follow standard Service Desk scripts and escalation procedures.
• Initiate appropriate processes for Change Requests (RFCs) and Service Requests (RfS) .
• Ensure accurate classification, documentation, and closure of all incidents.
• Identify and initiate processes for Major Incidents and Customer Complaints .
• Collaborate with resolver groups to ensure timely resolution and follow-up.
• Maintain data integrity in the Incident Management tool, ensuring no duplicate records and accurate contact details.

Required Skills & Qualifications :

Preferred Skills :

Professional Attributes :

Skills Required

Fluency In English, Customer Handling, Itil Processes, Problem-solving