Service Desk Executive

5 days ago

Mysuru Karnataka, India Sureworks Infotech Pvt Ltd Full time

**# Free Post**

**Designation: Service Desk Executive**
**Location: Mysore**
**Relevant Experience: 1+ year of Experience**
**Qualification: Any Degree**

**1. Ticket Management & Issue Resolution**
- Raise tickets on behalf of users and ensure timely follow-up with concerned teams.
- Escalate unresolved or high-priority issues as per defined SLAs.
- Ensure proper ticket closure with confirmation from the user.
- Support various ticket sources including:

- Call center queries
- Internal employee requests
- Customer service-related issues

**2. User Permission & Role Management**
- Assign appropriate roles and access rights based on predefined policies.
- Assist users in resolving access denials or related technical errors.
- Keep users informed on the status of their access requests or issues.
- Monitor helpdesk performance metrics:

- Response and resolution times
- User feedback and satisfaction
- Generate periodic reports highlighting:

- Ticket volume and types
- Common recurring issues
- Recommendations for service improvement
- Maintain and regularly update internal documentation and knowledge base articles for recurring issues and best practices.

**3. Master Data Issue Handling**
- Manage and resolve tickets related to missing, incorrect, or outdated master data in systems.
- Collaborate with relevant internal teams (e.g., data management or IT) to investigate and fix data discrepancies.
- Track progress and ensure timely resolution of data-related issues.

**4. General & Non-Technical Support**
- Address user-reported non-technical issues and provide necessary assistance.
- Determine when escalation is required and route issues appropriately.
- Maintain a high standard of communication and professionalism in all user interactions.
- Ensure that all support activities are logged and tracked for audit and review purposes.

Work Location: In person

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