Service Desk Executive

3 days ago

Gurugram, India Thoughtsol Infotech Full time

Designation: Service Desk Executive
Location: Gurugram
Experience: Minimum 2 years

Key Responsibilities :

1. Service Desk and IT Support

  • Responsible for logging IT issues via phone, email, chat, and web portal.
  • Log, track, and resolve incidents using ManageEngine and ADX tools.
  • Assign tasks to engineers and ensure timely closure.
  • Ensure HP warranty and AMC support coverage for all IT equipment.

2. Data Management and Reporting

  • Maintain HP warranty call tracker in ADX.

  • Ensure SLA compliance and generate the following management reports:

  • Daily Open Call Reports

  • Summary and CSAT Reports
  • Printer/Projector Reports
  • AMC Tracker Reports (Monthly)
  • MIS Reports (Weekly/Monthly)
  • Monthly Service Desk Presentations

3. Procurement and Vendor Coordination

  • Obtain quotations for hardware and coordinate internal approvals.
  • Process purchase orders (POs) and track invoice submissions.
  • Follow up to ensure timely vendor payments.
  • Coordinate with vendors to ensure smooth supply chain operations.

4. Vendor and Team Performance Monitoring

  • Monitor the daily performance of engineers across all locations.
  • Compile and submit daily performance and activity reports.

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