Service Desk Management
New
IndiaFull-TimeEntry
Salary not disclosed
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Job Details
- Experience
- 0–2 years
- Required Skills
- MS OfficeTroubleshooting
Requirements
- 0–2 years of experience in IT support or service desk roles; freshers are welcome to apply
- Any graduate degree with strong academic performance (Computer Science or related background preferred)
- Basic understanding of IT support processes, incident management, and troubleshooting fundamentals
- Familiarity with ITIL concepts or certification
- Proficiency in MS Office tools (Excel, Word, PowerPoint)
- Strong verbal and written communication skills with a customer-focused mindset
- Ability to work in rotational shifts and adapt to operational schedules
- Strong teamwork, problem-solving attitude, and attention to detail
- Exposure to telecom or retail environments
Responsibilities
- Handle IT support requests through phone, chat, and email in a timely and professional manner
- Monitor support queues and ensure incidents and service requests are addressed within defined SLAs
- Troubleshoot and resolve basic technical issues using remote support tools and guided assistance
- Escalate complex or unresolved issues to higher-level technical teams when required
- Accurately classify and prioritize tickets based on urgency, impact, and type
- Maintain detailed documentation of all actions, troubleshooting steps, and communications in ticketing systems
- Coordinate with internal IT teams to track progress on open incidents and problem tickets
- Prepare basic reports on ticket status, incident trends, and service performance metrics
- Support the creation and maintenance of knowledge base articles for recurring issues
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