Service Desk Associate

About the Company and Locations

KVC Consultants Ltd is an ITES multinational company. Hiring for leading IT organizations with job locations in Pune (Hinjewadi Phase 2), Mysuru, and Bangalore. Candidates must be comfortable working onsite in Pune or Mysuru.

Job Purpose

The Service Desk Associate will assist end users in resolving infrastructure and IT-related issues by responding to requests received via phone, chat, or other service request channels.

Key Duties and Responsibilities

• Log, prioritize, assign, and close tickets in the IT Service Desk system.
• Gather all necessary information from customers to properly understand and address reported issues.
• Strive to resolve inquiries during the initial call to achieve First Call Resolution service goals.
• Direct requests to appropriate resolver groups when necessary.
• Redirect any calls incorrectly routed to other teams.
• Escalate unresolved issues according to defined customer escalation procedures.
• Keep authorized users informed of ticket status and updates.
• Reopen or create new tickets if users are unsatisfied with resolution.
• Contribute to knowledge base improvements through recommendations.
• Ensure adherence to organizational policies and follow proper call closure protocols after resolution.

Candidate Requirements

• Any graduate holding a regular degree is eligible to apply.
• Fresh graduates from the previous academic year are encouraged to apply.
• Preference for candidates with prior service desk experience.
• Strong English language proficiency in reading, writing, and speaking is essential.
• Excellent communication skills are a must.
• Willingness to join immediately.

Salary and Experience Details

• Freshers: Approximately Rs. 2.77 LPA (only for last year graduates).
• Candidates with 1+ years of experience: Rs. 4.50 LPA to 5.50 LPA.
• Candidates with 2+ years of experience: Rs. 6.00 LPA to 7.00 LPA.

Additional Information

• This is a Work-From-Office position located at Pune or Mysuru.
• Immediate joiners preferred.
• No placement charges are involved.
• Candidates can schedule interviews by calling or sending their resume with the location mentioned (PUNE SD or MYSURU SD).

Contact Details

• Sakshi: 7379458018
• Alisha: 9628373764, 7317049319
• Randeep: 9878406304