Mizuho Global Services India Pvt. Ltd.Mizuho Global Services Pvt Ltd (MGS) is a subsidiary company of Mizuho Bank, Ltd, which is one of the largest banks or so called ‘Mega Banks’ of Japan. MGS was established in the year 2020 as part of Mizuho’s long-term strategy of creating a captive global processing centre for remotely handling banking and IT related operations of Mizuho Bank’s domestic and overseas offices and Mizuho’s group companies across the globe.At Mizuho we are committed to a culture that is driven by ethical values and supports diversity in all its forms for its talent pool. Direction of MGS’s development is paved by its three key pillars, which are Mutual Respect, Discipline and Transparency, which are set as the baseline of every process and operation carried out at MGS.Know more about MGS:in it for you?o Immense exposure and learningo Excellent career growtho Company of highly passionate leaders and mentorso Ability to build things from scratchJob Title: Level 1 (L1) Service Desk Agent About the Role:We are seeking highly skilled and dedicated Level 1 (L1) Service Desk Agents to provide 24x7 support to our users. The ideal candidates will have excellent communication skills in multiple languages and experience in managing IT inquiries through various communication channels. They will also develop and maintain processes for workload management and KPI/SLA measurement.Roles and Responsibilities:Receive and respond to IT inquiries and support requests 24x7, ensuring prompt and efficient service delivery.Provide support through multiple communication channels, including email, phone calls, Self-Service Portal (Web form/chat/AI chatbot).Develop processes for managing the team, sharing workload, and measuring Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).Communicate effectively in English as the primary language.Provide support in the following languages i.e. English, Hindi and Tamil.Diagnose and troubleshoot basic technical issues related to software, hardware, and network connectivity.Diagnose and resolve Level 1 IT issues, escalating more complex problems to higher-level support as needed.Document incidents and resolutions in the ITSM tool, ensuring accurate and up-to-date records.Deliver excellent customer service, maintaining a professional and empathetic demeanor in all interactions.Follow up with users to ensure their issues have been resolved satisfactorily.Participate in training sessions and team meetings to stay updated on new processes and technologies.Contribute to the continuous improvement of service desk operations by providing feedback and suggestions.Relevant Experience:Minimum 2 to 5 years of experience in IT Service Management, with a focus on service desk or IT support role.Familiarity with ITIL framework and processes is a plus.Familiarity with ticketing systems (e.g., ServiceNow, Zendesk, or JIRA) and remote support tools.Good communication skills, with the ability to work collaboratively in a team environment.Familiarity with KPI and SLA measurement and reporting using ServiceNow dashboards.Qualifications:Bachelor's degree in Computer Science, Information Technology, or a related field.Excellent communication and interpersonal skills, with the ability to collaborate effectively across teams.ITIL Foundation Certification.MCP certification in desktop Operating System, CCNAInterested candidates can send resume on mgs.rec@Address: - Mizuho Global Services India Pvt.11th Floor, Q2 Building Aurum Q Park, Gen 4/1,Ttc, Thane Belapur Road, MIDC Industrial Area,Ghansoli, Navi Mumbai- 400710.
Job Title
Service Desk Agent