Service Desk Executive

Job Title: Service Desk Executive

Exp: 3-4 Years

Job Summary:

The Service Desk Executive is responsible for providing frontline technical support to end-users addressing their IT-related issues and ensuring timely resolution to maintain high levels of customer satisfaction. This role involves handling incoming inquiries incidents and service requests through various channels such as phone calls emails or ticketing systems. The Service Desk Executive plays a pivotal role in diagnosing and resolving technical issues escalating complex problems when necessary and documenting solutions to contribute to the knowledge base.

Responsibilities:

Respond promptly to incoming inquiries incidents and service requests from end-users via phone calls emails or the ticketing system.

Gather relevant information to accurately assess and diagnose technical issues providing timely resolutions or escalating to appropriate support teams as needed.

Follow standard operating procedures (SOPs) and troubleshooting guidelines to resolve common IT-related problems including hardware software and network issues.

Provide excellent customer service by addressing end-users queries concerns and requests professionally and courteously.

Document all interactions actions taken and resolutions in the ticketing system ensuring accurate and thorough records for future reference and reporting purposes.

Prioritize and manage multiple tickets simultaneously ensuring adherence to service level agreements (SLAs) and resolution targets.

Collaborate with internal IT teams vendors or third-party service providers to facilitate incident resolution and service delivery.

Communicate effectively with end-users to provide updates on the status of their requests escalate issues when necessary and ensure a smooth resolution process.

Conduct user training sessions or create self-help resources to empower end-users to troubleshoot common problems independently and enhance their overall IT literacy.

Participate in ongoing training and professional development activities to stay updated on new technologies tools and best practices in IT support.

Requirements:

Bachelors degree in Information Technology Computer Science or a related field (preferred).

Proven experience in a customer service or technical support role preferably in an IT service desk or incident management environment.

Familiarity with ticketing systems remote support tools and ITIL framework is advantageous.

Excellent communication skills both verbal and written with the ability to convey technical concepts to non-technical users effectively.

Strong customer service orientation and interpersonal skills with a passion for helping others and resolving problems promptly.

Ability to work independently and collaboratively in a fast-paced environment managing time and priorities effectively.

Flexibility to work in rotating shifts including evenings weekends and holidays to provide 24/7 support coverage if required.

IT certifications such as ITIL Foundation CompTIA A or HDI Customer Service Representative (CSR) would be a plus.

Eagerness to learn and adapt to new technologies processes and tools to enhance service delivery and user satisfaction.