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Support Desk Executive
ConfidentialMumbai17 days ago
Job descriptionTroubleshoot and resolve hardware, software, and network issues on laptop and other peripherals. Maintain accurate and timely updates of all assigned tickets within the ServiceNow system. Escalate complex or unresolved issues to appropriate support teams while maintaining ownership and Perform user account management tasks including onboarding, offboarding, password resets, and Ensure all service level agreements (SLAs) are met and documented appropriately. Participate in documentation of technical processes, FAQs, and knowledge base articles. Support IT asset management and inventory processes. Provide remote and in-person support as needed. Participate in on-call rotation or extended hours support, if required. Bachelor's degree required. Preferred in Information Technology or a related field. Minimum of 3 years of experience in an IT Service Desk or technical support role. Proficient in using ServiceNow for ticketing and ITSM processes. Strong knowledge of Windows OS, Office 365, and common laptops and user applications. Understanding of networking fundamentals (TCP / IP, DNS, DHCP). Experience with Active Directory and basic user management tasks. Excellent verbal and written communication skills. Strong customer service orientation and troubleshooting abilities.
Key Responsibilities
- Serve as the initial point of contact for all IT support requests, incidents, and inquiries via phone,
email, or ticketing system (ServiceNow).
communication with the end user.
permissions adjustments in Active Directory and related systems.
Qualifications Required :
Skills Required
Itsm, Windows Os, Office 365, Troubleshooting, Servicenow
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Support Executive • Mumbai
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