Service Desk Executive
1 week ago
# 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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