Title: Service Desk Agent

Location: Bangalore

Experience: 2+ years

Type: Contract

Main Responsibilities:

Ensure adherence to IT policies, proper call handling, and timely closure of resolved tickets.

Key Activities:

• Log, prioritize, assign, and close IT service desk tickets.
• Collect complete issue details from end users.
• Resolve inquiries on first contact where possible.
• Route or re-route tickets to appropriate resolver groups.
• Escalate unresolved issues per defined procedures.
• Provide ticket status updates to users.
• Reopen or create follow-up tickets as needed.
• Recommend updates to the knowledge base.