IT Helpdesk Executive

1 week ago

Delhi, India Yorshr Full time

We have been a leading HR consulting agency in Pune for more than a decade. We are predominantly in Recruitment for IT and Non-IT clients, HR Outsourcing, Contract Staffing, Career Counselling and Training & Development.

One of our esteemed Client is a Global supply chain digital transformation company which integrates with Channel financing to improve the overall health of the supply chain. Their technologies are enabling companies to streamline routine activities, expand the capabilities of supply chain planning systems and enhance analytical practices.

**Position**: ITSM Help-desk Executive

**Experience**: 1 - 2 Yrs.

**Location**: Gurgaon (WFH)

**Salary**: As per Industry

**Requirements**:

- Bachelor’s degree (preferably engineering) in computer science, information systems, or similar.
- At least 1-2 years experience in an IT performance analysis and end-user support role.
- In-depth and current knowledge of computer programs.
- Proficiency in customer relationship management (CRM) and task management software.
- Exceptional analytical and problem-solving skills.
- Proficiency in English (Verbal and written) communication skills
- Advanced collaboration, communication, and interpersonal skills.
- Excellent organizational and time management skills.
- Flexibility to work on weekends.

***

**Responsibilities**:

- Receive and log calls in the ITSM tool. Service ownership SPOC for all tickets.
- Identify and diagnose issues/problems.
- Provide a preliminary level of troubleshooting through diagnostic techniques and advise users on

the appropriate course of action.
- Categorize the incidents and queries, follow-ups and provide solutions/update status to the

customers
- Determining the best solution based on the issue and details to the customers.
- Keep an eye on the agreed SLAs and escalate when appropriate
- To identify the root cause of the incidents.
- Testing and analyzing IT system and software performance on a regular basis.
- Documenting processes and maintaining service desk records
- Collaborating with internal departments to ensure that IT needs are met.
- To analyze potential SLPs (Service level protocol) improvements and look for future business opportunities with the customers.

**If you are interested, please revert back with an updated CV Along with Total Exp, Relevant Exp, CTC, ECTC, Notice Period on**

**pragati.a

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