Technical ServiceDesk_Immediate Joiner_Santacruz

Role & responsibilities

• Receive and manage tickets through ITSM tools, email, phone, and chat.
• Categorize, prioritize, assign, and monitor tickets based on SLA and business impact.
• Handle password resets, account unlocks, access requests, and basic Active Directory tasks.
• Monitor ticket queues and ensure SLA compliance and timely resolution.
• Follow up with users and resolver teams on pending and ageing tickets.
• Maintain accurate ticket notes, resolution details, and closure documentation.
• Coordinate with vendors and internal support teams for hardware, software, network, and application-related issues.
• Support major incident communication and coordination when required.
• Maintain a high level of customer service, communication, and user satisfaction.

Preferred candidate profile

Perks and benefits