Service Desk Agent

Job Description

Company Description BETSOL is a cloud-first digital transformation and data management company offering products and IT services to enterprises in over 40 countries. BETSOL team holds several engineering patents, is recognized with industry awards, and BETSOL maintains a net promoter score that is 2x the industry average. BETSOL’s open source backup and recovery product line, Zmanda (Zmanda.com), delivers up to 50% savings in total cost of ownership (TCO) and best-in-class performance. BETSOL Global IT Services (BETSOL.com) builds and supports end-to-end enterprise solutions, reducing time-to-market for its customers. BETSOL offices are set against the vibrant backdrops of Broomfield, Colorado and Bangalore, India. We take pride in being an employee-centric organization, offering comprehensive health insurance, competitive salaries, 401K, volunteer programs, and scholarship opportunities. Office amenities include a fitness center, cafe, and recreational facilities. Job Description Job Summary: We are seeking a 3-6 years skilled and customer-oriented Service Desk Delivery professional to oversee and execute daily IT support operations. This role focuses on resolving technical issues, ensuring SLA compliance, and enhancing user satisfaction through process adherence and continuous improvement. Responsibilities Manage and resolve IT incidents and service requests using ITSM tools. Monitor service desk performance metrics and ensure SLA/OLA adherence. Provide L1/L2 support and guide junior analysts in handling common issues. Maintain knowledge articles and SOP documentation for repeatability. Escalate and follow up on unresolved issues, ensuring closure and user satisfaction. Promote ITIL-aligned processes and service improvement initiatives Qualifications Experience range : 3-6 years B.E./ ME (CS/EE) / MCA/Graduate or equivalent higher-level degree