It Service Desk Executive

Experience: 1-3 Yrs
Location : Hyderabad STP
Shift: Rotational Shift
Work Mode : Work from Office


CUSTOMER ROLE TARGET ORG CHART: SERVICE DESK

Year of experience: 1-3 years

Role Summary:
We are looking for an energetic and customer-focused Service Desk Associate to join our IT Service Desk team. The ideal candidate will be the first point of contact for end users, responsible for handling calls, chats, and emails related to IT incidents and service requests. The role requires excellent communication skills, a strong customer service attitude, and basic technical knowledge to ensure timely and effective issue resolution.

Key Responsibilities:

• Provide support for common IT issues such as password resets, access requests, and system troubleshooting.
• Escalate complex incidents to the appropriate support teams as per defined procedures.
• Monitor and follow up on open tickets to ensure timely closure within agreed SLAs.
• Maintain accurate documentation of incidents, resolutions, and user communications.
• Ensure adherence to quality, security, and compliance standards.
• Participate in 24x7 rotational shifts, including weekends and holidays, as part of global service delivery operations.
• Contribute to knowledge base updates and continuous improvement of support processes.

Required Skills & Experience:

• 1-3 years of experience in a technical support or service desk environment.
• Basic understanding of IT infrastructure, Windows OS, MS Office, and network fundamentals.
• Familiarity with ITSM tools such as ServiceNow, Remedy, or equivalent is an advantage.
• Excellent verbal and written communication skills.
• Strong problem-solving and customer-handling abilities.

Key Competency:

1. Prior exposure to customer service or technical support roles.
2. Multi-language proficiency will be an added advantage.

Certifications:

• ITIL Foundation certification (preferred but not mandatory).