Service Desk Executive

5 days ago


Gurgaon, Haryana, India Sureworks Infotech pvt ltd Full time ₹ 9,00,000 - ₹ 12,00,000 per year

# Free Post

Designation: Service Desk Executive

Location: Gurugram, Haryana

Experience: 3+ years of experience

Qualification: Graduate/ Degree in IT background.

Key Roles and Responsibilities:

  • Provide first-level technical support to end-users (internal or client-based) via phone, email, chat, or ticketing system.
  • Accurately log, classify, and prioritize incidents and service requests in the ITSM platform (e.g., ServiceNow, Freshservice).
  • Diagnose and resolve issues related to:
  • Windows OS, MS Office, and common enterprise applications
  • Desktop/laptop hardware and peripherals
  • Basic network connectivity (LAN, Wi-Fi, VPN)
  • Password resets, access requests, printer issues
  • Escalate unresolved issues to Level 2/3 support teams or relevant vendor support.
  • Monitor ticket queues to ensure SLA compliance and timely resolution.
  • Maintain documentation and contribute to the knowledge base and FAQs.
  • Assist in onboarding/offboarding activities (account setup, email configuration, etc.).
  • Coordinate with internal teams and third-party vendors for issue resolution and service updates.
  • Deliver support aligned with ITIL best practices.

Job Types: Full-time, Permanent

Benefits:

  • Health insurance
  • Provident Fund

Work Location: In person



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