Service Desk Agent · Bengaluru

Service Desk Agent is a customer-facing opportunity based in Bengaluru, India.

As a Service Desk Agent, you will be the first point of contact for customers seeking technical assistance. You will provide support and guidance to resolve issues efficiently.

Key Responsibilities

• As a Service Desk Agent, you will be the first point of contact for customers seeking technical assistance
• You will provide support and guidance to resolve issues efficiently
• Respond to customer inquiries via phone, email, or chat Diagnose and troubleshoot technical issues Provide step-by-step solutions to customers Document customer interactions and resolutions Escalate complex issues to senior staff Maintain a high level of customer satisfaction Stay updated on product knowledge and technical skills
• Handle incoming issues for Service Desk Agent workflows with urgency, structure, and a clear customer-first mindset.
• Diagnose problems methodically and resolve incidents with minimal repeat effort.
• Coordinate with engineering, product, operations, or client teams when escalations require deeper investigation.
• Maintain accurate records of issues, workarounds, and permanent fixes in shared systems.
• Identify recurring failure patterns and propose practical improvements to reduce support volume.
• Communicate status updates clearly so customers and internal stakeholders understand progress and next steps.
• Validate resolutions carefully before closure to protect quality and trust.
• Contribute to help content, knowledge bases, and internal playbooks that improve team responsiveness.
• Spot edge cases, process gaps, or product issues and escalate them with useful context.

Preferred Qualifications

• Bachelor's degree or equivalent practical experience in a related field.
• Strong troubleshooting ability and a calm, structured approach to issue resolution.
• Excellent written and verbal communication with a customer-first mindset.
• Ability to prioritize effectively and maintain quality while handling multiple issues.
• Comfort working with internal teams to resolve escalations and close knowledge gaps.
• Strong documentation habits and attention to recurring problem patterns.

Applications should be submitted through the listed apply link.