Jr. Service Desk Executive

Responsibilities :

• Respond promptly to incoming inquiries, incidents, and service requests from end-users via phone calls, emails, or the ticketing system.
• Gather relevant information to accurately assess and diagnose technical issues, providing timely resolutions or escalating to appropriate support teams as needed.
• Follow standard operating procedures (SOPs) and troubleshooting guidelines to resolve common IT-related problems, including hardware, software, and network issues.
• Provide excellent customer service by addressing end-users queries, concerns, and requests professionally and courteously.
• Document all interactions, actions taken, and resolutions in the ticketing system, ensuring accurate and thorough records for future reference and reporting purposes.
• Prioritize and manage multiple tickets simultaneously, ensuring adherence to service level agreements (SLAs) and resolution targets.
• Collaborate with internal IT teams, vendors, or third-party service providers to facilitate incident resolution and service delivery.
• Communicate effectively with end-users to provide updates on the status of their requests, escalate issues when necessary, and ensure a smooth resolution process.
• Conduct user training sessions or create self-help resources to empower end-users to troubleshoot common problems independently and enhance their overall IT literacy.
• Participate in ongoing training and professional development activities to stay updated on new technologies, tools, and best practices in IT support.

Requirements :

Skills Required

Incident Management, ticketing systems , Troubleshooting, Itil Framework, Customer Service