IT Service Desk Executive

Responsibilities:

1. Act as first-line support for IT department. 

2. Answer Internal and external customer calls and emails, within response time TAT. 

3. Create Service desk tickets, assign technicians and follow-up till closure.  

4. Monitoring Service Desk dashbroad and sending alerts for SLA violations.

5. End to end front line coordination with Internal and external customer for IT queries, 

Service requests, incident

6. Coordination with vendors and service providers and IT back-office activities.

7. Circulating Incidence reports / updates to stakeholders. 

Skills required:

1. Excellent communication skills, written and verbal, preferably trained in voice and accent.

2. Experience in interacting with US clients.

3. Basic understanding IT setup and computing issues. 

4. Prior exposure in working in ITIL driven IT ticketing tools like ManageEngine.

5. ITIL V3 Foundation certification is added advantage.