Job Description

About the job

The service desk agent role is with one of the top 3 publicly listed Indian IT services companies. A global IT, consulting, and business process services company, headquartered in Bengaluru, with a strong presence across industries like healthcare, banking, and manufacturing.

Key responsibilities:

1. Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD.
2. Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User.
3. Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution.
4. Routes the enquiries to Resolver Groups as appropriate.
5. Re-routes misdirected calls.
6. Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures.
7. Provides status and updates on tickets to authorized users.
8. Reopens Ticket/Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction.
9. Makes recommendations for updates to the KB database.

Skill(s) required

Computer skillsEnglish Proficiency (Spoken)English Proficiency (Written)Technical Support

Earn certifications in these skills

Learn Business Communication

Learn VLSI

Learn AI in Data Science

Learn Git & Github

Learn Cloud Computing

Who can apply

Only those candidates can apply who:

1. are from Chennai, Pune, Bangalore only

Other requirements

1. Open to 2024 / 2025 / 2026 graduates (BCA / MCA / B.Tech / B.E only)

2. Good English communication skills (read, write, and speak)

3. Willing to work in rotational shifts (including night shifts – cab facility and night allowance would be provided by the company)

Salary

Annual CTC: ₹ 3,25,000 – 3,75,000 /year

Perks

5 days a weekCab/Transportation facility

Number of openings

400

About UpGrad Rekrut

Website

upGrad Rekrut is the recruitment, staffing, and Hire-Train-Deploy (HTD) vertical of upGrad. We help organizations build, scale, and manage talent across tech, non-tech, and frontline roles by combining hiring expertise with the learning strength of the upGrad ecosystem.

Founded in 2020 (as Rekrut India) and now fully integrated into the upGrad Group, we operate across 650+ cities with 500+ specialists and an ISO 9001:2015-certified delivery process.

To apply for this job please visit internshala.com.