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 tickets 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