It Technical Support Executive

Job Description: -

Job Title: IT Support Executive L1 Service Desk / Call Coordinator
Experience: 1-3 Years
Location: Navi Mumbai
Employment Type: Full-Time

• Answer incoming IT support calls and understand the user's issue.
• Assigned the tickets such as ServiceNow, Remedy, etc.
• Maintain good communication, customer service, and call-handling etiquette.

Job Summary: -

• We are looking for an IT Support / L1 Service Desk Executive to handle incoming IT support calls from users and provide first-level technical assistance. The candidate will be responsible for understanding user issues, troubleshooting basic IT problems, logging and tracking incidents, and escalating unresolved issues to the appropriate technical teams.

Key Responsibilities: -

• Handle incoming IT support calls from users and provide first-level technical assistance.

Required Skills: -

• Good knowledge of IT Service Desk / Helpdesk operations.
• Basic knowledge of Windows OS, MS Office, Outlook, printers, and networking.
  

Key Performance Indicators (KPIs): -

• Number of calls handled and tickets logged.
• First Call Resolution (FCR).
• SLA adherence.
• Average Response and Resolution Time.
• Ticket quality and accurate categorization.
• User/customer satisfaction.
• Timely escalation and follow-up of unresolved issues.

Educational Qualification: -

• Graduate in IT, Computer Science, or a related field.