Global Service Desk with Multilingual Support

Global Service Desk with Multilingual Support


The client is a top global provider of risk management services, insurance, and reinsurance brokerage, and human resource consulting and outsourcing with operations across 55 countries.

Business Challenge:

The client faced an inadequate bandwidth supporting resolution groups. The channel’s inability to connect to live service desk agents for quick help. The scale of operation impacted on the overall employee experience due to the constant increase in backlog and critical feedback from end users.

Benefits Achieved:  

ITC Infotech can help the service desk sector by implementing strong and effective workflows as defined by ITIL. The successful example discussed is testimony to ITC Infotech’s service desk and service management domain expertise and service competency.

  • Improved QA framework and score
  • Reduced ticket escalations by 92%
  • Consistent high FCR delivery of an average of 82% (exceeding the requirement of 75%)
  • Consistently achieving and exceeding the requirement of CSAT above 9 (out of 10)
  • Increase in the remote resolution of L2 tickets
  • Agile KM Approach
  • An average of 5 new articles created and an average of 20 articles are updated monthly
  • Integrated functional systems with ServiceNow


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Beware of fraudulent and fake job offers

It has come to our attention that certain employment agencies and individuals are asking people for money in exchange for a job at ITC Infotech.

Such Agencies/individuals could impersonate ITC Infotech's officers, use the company name/logo, brand names and images illegally, without authorization, and/or try to extract money towards security deposit, documentation processing fees, training fees, and so on.

Please note that ITC Infotech never asks job applicants or members of the public to pay money in any form while recruiting.

Feel free to reach out to us at to report any such incidents that you may have experienced, please use the subject line “Recruitment Fraud Alert” in your message.

Always exercise caution and stay protected against fraud:

  • Do not pay money or transfer funds to anyone toward securing an ITC Infotech job. ITC Infotech will not accept liability for any losses that may have been suffered by the victims of such fraudulent activities.
  • Be careful when sharing your personal information and protect yourself from potential damage. Do not engage with people who fraudulently misrepresent ITC Infotech or its employees/officers and try to solicit payments under the pretext of offering jobs.
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