Service Desk Executive

2 days ago

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

Designation: - Service Desk Executive

Location: - Noida (Hybrid)

Preferred Qualification: - BCA

Key Responsibilities:
1. Issue Logging & Tracking - Use ticketing systems to record and monitor incidents.

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

3. Knowledge Base Maintenance - Create and update help articles and FAQs.

4. User Satisfaction - Communicate effectively and follow up on resolved issues.

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.

Pay: Up to ₹24,000.00 per month

**Benefits**:

- Health insurance
- Provident Fund

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