Service Desk Associate Job in Bengaluru at Koch

Koch is hiring for the role of Service Desk Associate!

Responsibilities of the Candidate:

• Primarily responsible for providing real-time support to users through calls and chats, ensuring prompt and accurate resolution of IT issues.
• Communicating high-priority information to leadership, relationship managers, and downstream teams to guarantee timely responses and resolutions.
• Creating, updating, and flagging Knowledge-Centered Service (KB) articles. Coaching team members to advance in their KCS journey to maintain a robust knowledge base.
• Coaching, mentoring, developing, and supporting Service Desk team members in daily operations, providing exemplary IT customer support to all Koch Companies.
• Continually monitoring, automating, and innovating Service Desk processes and procedures to enhance knowledge awareness and maximize team efficiencies.
• Performing quality checks on chats, calls, and tickets on a weekly basis, and sharing findings with the Supervisors to ensure high standards of service.
• Tracking, documenting, and communicating hot topics and trending issues with Service Desk agents and leadership to ensure proactive management of recurring issues.

Requirements:

• International calling experience is preferred.
• 2-4 years of experience in IT Service Desk.
• Hands-on experience with Active Directory, O365 applications, Internet Browser, Operating systems, and Network issues is highly desirable.
• Knowledge of using ticketing tools (preferably ServiceNow & Genesys) and CRM tools is advantageous.
• Undergraduate / Graduate / Post Graduate degree in a relevant field.
• Willingness to work in a 24/7 environment with rotational shifts, including weekends.