Support Desk Executive

3 weeks ago

Mysore, Karnataka, India Publicis Production Full time

Job Summary:

We are looking for a Support Desk Executive to be part of our global support team, responsible for managing service tickets, resolving technical issues, and providing high-quality support to internal users and external clients. This role is critical in ensuring smooth day-to-day operations and delivering timely, effective solutions using ServiceNow.

You will work closely with other support team members, technical teams, and stakeholders across regions to maintain service excellence and contribute to continuous improvement initiatives.

Qualifications:

  • 2-5 years of experience in Tech Support or service desk operations.
  • Working knowledge of ServiceNow or similar ITSM platforms.
  • Understanding of ITIL principles and service management workflows.
  • Strong communication and problem-solving skills.

Skills & Competencies:

  • Familiarity with Microsoft 365, Windows/Mac OS environments.
  • Experience in handling global support queries.
  • Exposure to basic troubleshooting of hardware, software, and network issues.

Key Responsibilities:

  • Respond to and resolve service tickets in a timely manner, ensuring SLA compliance.
  • Provide technical support to users and clients across regions via email, chat, or phone.
  • Escalate complex issues to the Support Desk Lead or relevant technical teams.
  • Document solutions and contribute to the internal knowledge base.
  • Assist in onboarding and training of new users and clients.
  • Collaborate with peers to identify recurring issues and suggest improvements.
  • Maintain professionalism and empathy in all client interactions.
  • Stay updated on internal systems, tools, and support processes.

Working Conditions:

  • Full-time.
  • Limited travel may be required depending on team needs.
  • May require rotational shifts or on-call support depending on business needs.
  • Flexibility to operate in a global organization.

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