Designation: - Service Desk Executive
Location: - Noida (Hybrid)
Preferred Qualification: - BCA
Key Responsibilities:
1. Issue Logging & Tracking – Use ticketing systems to record and monitor incidents.
2. Escalation Management – Forward complex problems to higher-level support teams.
3. Knowledge Base Maintenance – Create and update help articles and FAQs.
4. User Satisfaction – Communicate effectively and follow up on resolved issues.
5. ITIL Best Practices – Apply frameworks for incident, problem, and change management
Typical tasks of a help desk analyst include:
- Acting as a first point of contact for users and customers.
- Categorizing and recording queries
- Advising users on the appropriate course of action.
- Monitoring issues from start to resolution.
- Escalating unresolved problems to a higher level of support, if needed.
- Logging issues and resolutions, tracking trends
- Time management skills to multitask and adhere to SLAs.
- Problem-solving skills around analyzing issues, critical thinking, creativity, and finding solutions quickly.
- Communication skills to explain technical concepts in ways users can readily understand and for interacting with team members.
Job Type: Full-time
Pay: Up to ₹24,000.00 per month
Benefits:
- Health insurance
- Provident Fund
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