Information Technology Service Desk Manager
4 hours ago
Industry Required
Experience into Manufacturing Industry
Experience Criteria
8-10 Years Experience
Location - Faridabad
Responsibilities
- Mandatory: IT Service Desk Experience
- Perform password resets, user account management, and secure deactivation for exited users.
- Log, track, resolve, and close tickets within SLA, ensuring high First Call Resolution.
- Provide remote support and first-level troubleshooting for Windows, applications, and email.
- Maintain accurate updates in ticketing tools and take user confirmation before closure.
- Escalate issues per SLA, coordinate with vendors, and keep users updated.
- Conduct basic RCA, reduce recurring issues, and support process improvements.
- Maintain SOPs and generate MIS reports.
Skills Required
- Mandatory: IT Service Desk Experience
- ITIL knowledge (Incident/Problem/Change)
- Windows OS, basic networking (TCP/IP, DNS, DHCP, VPN)
- Active Directory, SCCM, Boomger, Manage Engine
- Basic hardware/software/printer/mobile troubleshooting
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