A Global IT service firm is looking for a  Service Desk Agent (L1).  This role will be the first point of contact to internal users through calls, chats and web tickets within the company.

Responsibilities:
- Handle calls, emails, & Web tickets (daily)
- Address technical queries and fix or log them appropriately accurately
- Escalate queries when required to appropriate personnel
- Identify trend of calls / tickets and highlight it to Incident Manager (IM)/L1.5 TL SDM as appropriate (Outage confirmation)
- Log tickets in Service Now (SNOW) as per policies assigned according to the policies & procedures
- Ensure Follow up mechanism is in place targeting customer’s issue resolution in an optimized manner enhancing Customer Delight
- Ensure consistent productivity and quality of service
- Meet SLAs and individual KPIs
- Assist Operation Support System (OSS) with problem determination & handle any Severity 1 & 2’s appropriately
- Should manifest flexibility to support operational requirements
- Maintain highest level of ethical work standards and be compliant with Organization & Project policies & procedures
- Shift timing is 9 hours which includes one hour break

Required Skills:
- 1–2 years of experience in IT troubleshooting within a Helpdesk or Service Desk environment
- Experience handling user support via calls, emails, and ticketing systems
- Ability to log, track, and resolve incidents in accordance with defined processes and SLAs
- Basic knowledge of Windows operating systems and common IT infrastructure components (e.g., network, user account management)

Why should you apply:
- Fantastic opportunity to advance your career at a global firm that prizes bilingual IT talent
- Serving clients in 175+ cities across 6 continents, we help customers do business better by leveraging our industry-wide experience, deep technology expertise, comprehensive portfolio of services and vertically aligned business model


Company Details: 
An IT Vendor company headquartered in India, since its entry into the Japanese market in 1998, it has earned the trust of the industry by providing IT services tailored to customer needs while adhering to the strict quality standards and deadlines of Japanese companies. In recent years, this leading IT services company has been focusing on the development of telemedicine and connected cars using IoT and AI technologies.

Working Hours:  9:00 - 18:00 (Mon-Fri)
Working Style: e.g  Hybrid (2-3 days of remote work allowed)
Holidays:  Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays
Services/Benefits:  Salary/performance review, Quarterly bonus, Paid holidays, Childcare/bereavement leave, Mobility to work at other clients, Internal promotions, Company laptop provided
Interview Process: 3 rounds