Depot Executive

Role Summary / Job Purpose

Responsible for monitoring and executing service tickets received from client systems and ensuring smooth depot operations. Acts as a communication bridge between global clients, depot engineers, and internal teams to ensure SLA adherence and service quality.

Key Responsibilities

• Monitor and manage service tickets within SLA.
• Coordinate with depot engineers for execution of IT support tasks.
• Handle first-level escalations and assist in RCA preparation.
• Maintain accurate documentation and reporting.
• Ensure proper inventory coordination and equipment utilization.
• Communicate proactively with clients regarding ticket updates.
• Support continuous improvement initiatives.
• Maintain reporting accuracy using Microsoft Excel.

Required Skills

Technical Skills:

• IT Infrastructure knowledge
• Basic Networking (LAN/WAN)
• End User Computing (Desktop/L1)

Functional Skills:

• Customer service orientation
• Strong communication skills
• Problem-solving and multitasking ability

Tools / Systems / Technical Knowledge

• ServiceNow or equivalent ITSM tool
• Microsoft Excel (Intermediate)
• Microsoft Office Suite
• Basic enterprise hardware knowledge

Decision-Making Authority

• Prioritize tickets within SLA
• Escalate incidents based on severity
• Recommend operational improvements
• No independent financial authority

Problem-Solving Complexity

Moderate complexity; handles structured operational tasks requiring analytical thinking.

Stakeholder Management / Influence

Client-facing role coordinating with global clients, depot engineers, service delivery managers, and cross-functional teams.

Education & Certification Requirements

Mandatory: Bachelor's Degree (IT preferred)

Preferred: ITIL Foundation, Basic Networking Certification (optional)

Experience Requirements

1–2 years in L1 Service Desk / IT Support / Depot Operations with exposure to ITSM tools.