Koch Business Solutions India Looking for Supervisor – IT Service Desk at Bengaluru, Karnataka Full Time

The Koch Business Solutions Service Desk is an Incident Response Center dedicated to providing IT solutions to Koch employees worldwide. This is not your typical call center, rinse, repeat, and dispatch position. At KBS, we have worked diligently to bring meaningful work to our first responders to provide immediate solutions to less to medium complex technical situations for end users. We have shared knowledge across our organization to provide our specialists with the tools and resources to handle 2ndand, in some cases, 3rdlevel support issues. Together with our US, EMEA LATAM & Asia-based centers, we are responsible for ensuring our customers receive the IT support they need via phone, chat, and self-service 24×7. If you are passionate about people and providing IT solutions, this is the role for you!

A Day In The Life Could Include:
(job responsibilities)

A Day in The Life Typically Includes:
Leader of people and demonstrate the traits in alignment with the org vision.

Responsible for coaching agents on Operational misses and providing feedback to agent’s behavioral trends

Providing high quality Customer Service to customers by building relationships and trust through appropriate communication and responsive service while having the team troubleshoot complex IT issues.

Consulting and helping build knowledge documents to implement solutions or appropriately escalate customers’ requests or incidents to next tier of support, when necessary.

Assist in identifying process improvement opportunities, both within and outside our group by innovation and brainstorming with the associates.

What You Will Need To Bring With You:
(experience & education required)

5+ years of experience in IT/relevant role with a graduation

Experience in a customer facing position

Microsoft Office or enterprise-wide communication system Experience

Experience communicating with all levels of the organization (i.e., via reports, e-mail, verbally, and/or in small/large group settings)

Experience in working in a team environment and demonstrate values of team spirit.

Very good communications skills required to thrive in a highly collaborative environment

What Will Put You Ahead

(experience & education preferred)

Alignment to MBM principles and mental models and demonstrating a purposeful exhibition of values.

Demonstrating a flair for coaching and mentoring.

Keen sense of attention to details

Experience on a similar environment but not limited as it’s the capability of the individual to portray the role.

Problem solving abilities

Other Considerations:
(physical demands/ unusual working conditions)

Work in a 247 environment in supporting our worldwide customers

Flexibility of working from office and home environment

Koch is proud to be an equal opportunity workplace