IT Support Desk Agent (m/f/d)

• Pune (IND)

• IT

• Software Development

• Fulltime

• Published: 2025-04-26

• Logging of customer calls accurately, undertake initial diagnostics & first time fix resolutions to calls where possible, or ensure efficient call progression to appropriate resolver team as appropriate
• Ownership and management of customer incidents to resolution within agreed SLA’s
• Responsible for the creation and maintenance of knowledge base articles
• Create help manuals for existing and new programs and End-user Training. Ensure that the knowledge base is kept up to date.
• Act as initial point of contact for IT issues and requests and escalations in addition to the overall monitoring of call progression through the service management toolset
• Ensure efficient escalation of higher priority calls
• Provide 1st level IT support (Single Point of Contact) including desktop related technical assistance via telephone, ticket system, emails and instant chat messaging tool
• Broad technical understanding of IT systems, applications and services
• Foster a desire to expand your understanding of IT and computer systems and enhance your knowledge.
• Must have an absolute commitment to service quality and customer focus

• 5 years+ experience working in an IT Service Desk team supporting remote users

• 5 years+ experience in a relevant information technology role

• Excellent written and spoken English
• Knowledge of ITIL is essential for this role

• Windows 11

• Office 365

• Azure/Intune (User and Group Management)

Please submit your application, including salary expectations and potential date of entry

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