Service Desk Associate

1 week ago

Noida, Uttar Pradesh, India ThoughtSol Infotech Pvt. Ltd Full time

Designation: - Service Desk Executive

Location: - Noida (Hybrid)

Preferred Qualification: - BCA

Key Responsibilities:

1. 2. 3. 4. 5. Issue Logging & Tracking – Use ticketing systems to record and monitor incidents.

Escalation Management – Forward complex problems to higher-level support teams.

Knowledge Base Maintenance – Create and update help articles and FAQs.

User Satisfaction – Communicate effectively and follow up on resolved issues.

ITIL Best Practices – Apply frameworks for incident, problem, and change

management

Typical tasks of a help desk analyst include:


• Acting as a first point of contact for users and customers.


• Categorizing and recording queries


• Advising users on the appropriate course of action.


• Monitoring issues from start to resolution.


• Escalating unresolved problems to a higher level of support, if needed.


• Logging issues and resolutions, tracking trends


• Time management skills to multitask and adhere to SLAs.


• Problem-solving skills around analyzing issues, critical thinking, creativity, and

finding solutions quickly.


• Communication skills to explain technical concepts in ways users can readily

understand and for interacting with team members.

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