Service Desk Management

Job Description
Experience :
Total

Experience:

0 - 2 Years
Freshers will also do
Academic Qualification
Any Graduate (First Class Academics Record)
BE / BSC Computer science will be preferred

Role Responsibilities:

Handle IT support requests through  phone, chat, and email .
Monitor support queues and ensure tickets are handled within  defined SLAs .
Troubleshoot and resolve  basic technical issues  remotely by guiding users or taking remote access.
Escalate unresolved or complex issues to  higher-level IT support teams  when required.
Coordinate with internal technical teams to follow up on  open incidents and problem tickets .
Prepare  basic reports  related to tickets, incidents, and service performance.
Maintain accurate records of  hardware and software issues .
Create, update, and follow  Knowledge Base documents  to support the Service Desk L1 team.
Accurately classify tickets by type (Service Request vs. Incident) and assign appropriate priority levels based on  Urgency  and  Impact  to the business.
Maintain a detailed audit trail by documenting every action taken, communication sent, and troubleshooting step performed within the ticket’s work notes.

Primary Skills

· Technical Acumen

· Good Communication Skills

· Team Player

· Worked with Incident management process

· MS office skills (Excel /Word/PowerPoint).

Secondary Skills
Knowledge on ITIL / ITIL certification would be an added advantage
Telecom / Retail background would be preferred.
Any computer related course will be an advantage

Additional Information
No work from Home will be provided
Shift will be on Rotational basis
One Week Off will be given on rotational basis