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