Technical Support (Service Desk Agent)

Job Description: As a Service Desk Agent at one of the top 3 publicly listed Indian IT services companies, your role is crucial in providing technical support to customers across various industries like healthcare, banking, and manufacturing. Your responsibilities include: - Opening, logging, prioritizing, assigning, and closing calls logged in the IT Service Desk. - Gathering all relevant information from the Customer End User regarding the reported issue. - Resolving defined inquiries during the call to meet the agreed-upon Service Level for First Call Resolution. - Routing inquiries to Resolver Groups when necessary. - Escalating unresolved tickets following Customer escalation procedures. - Providing status and updates on tickets to authorized users. - Reopening or creating new tickets for follow-up if the inquiry was not resolved satisfactorily. - Making recommendations for updates to the Knowledge Base database. Qualifications Required: To be eligible for this role, you should meet the following criteria: - Candidates from Chennai, Pune, Bangalore, Ahmednagar, Navi Mumbai, Mumbai, Lonavala, Pimpri-Chinchwad, Lavasa, Mysuru, Kolar, Vellore, Tumakuru, Kanchipuram, Avadi, Mandya, Ramanagara, Cuddalore, Tambaram Sanatorium, Chikkaballapur are preferred. - Open to 2024/2025/2026 graduates with a degree in BCA, MCA, B.Tech, or B.E. - Good English communication skills (reading, writing, and speaking). - Willingness to work in rotational shifts, including night shifts (cab facility and night allowance provided by the company). About UpGrad Rekrut: UpGrad Rekrut is the recruitment, staffing, and Hire-Train-Deploy (HTD) vertical of upGrad. Established in 2020 as Rekrut India and now fully integrated into the upGrad Group, the company operates across 650+ cities with 500+ specialists and follows an ISO 9001:2015-certified delivery process. Join us in this exciting opportunity to be part of a dynamic team dedicated to providing exceptional technical support services to customers in various sectors. Apply now and kickstart your career in the IT services industry! Job Description: As a Service Desk Agent at one of the top 3 publicly listed Indian IT services companies, your role is crucial in providing technical support to customers across various industries like healthcare, banking, and manufacturing. Your responsibilities include: - Opening, logging, prioritizing, assigning, and closing calls logged in the IT Service Desk. - Gathering all relevant information from the Customer End User regarding the reported issue. - Resolving defined inquiries during the call to meet the agreed-upon Service Level for First Call Resolution. - Routing inquiries to Resolver Groups when necessary. - Escalating unresolved tickets following Customer escalation procedures. - Providing status and updates on tickets to authorized users. - Reopening or creating new tickets for follow-up if the inquiry was not resolved satisfactorily. - Making recommendations for updates to the Knowledge Base database. Qualifications Required: To be eligible for this role, you should meet the following criteria: - Candidates from Chennai, Pune, Bangalore, Ahmednagar, Navi Mumbai, Mumbai, Lonavala, Pimpri-Chinchwad, Lavasa, Mysuru, Kolar, Vellore, Tumakuru, Kanchipuram, Avadi, Mandya, Ramanagara, Cuddalore, Tambaram Sanatorium, Chikkaballapur are preferred. - Open to 2024/2025/2026 graduates with a degree in BCA, MCA, B.Tech, or B.E. - Good English communication skills (reading, writing, and speaking). - Willingness to work in rotational shifts, including night shifts (cab facility and night allowance provided by the company). About UpGrad Rekrut: UpGrad Rekrut is the recruitment, staffing, and Hire-Train-Deploy (HTD) vertical of upGrad. Established in 2020 as Rekrut India and now fully integrated into the upGrad Group, the company operates across 650+ cities with 500+ specialists and follows an ISO 9001:2015-certified delivery process. Join us in this exciting opportunity to be part of a dynamic team dedicated to providing exceptional technical support services to customers in various sectors. Apply now and kickstart your career in the IT services industry!