Description

Key Responsibilities

1.            Manage and resolve Service Desk tickets within defined SLA timelines.

2.            Handle and prioritize incidents based on severity levels (P1, P2, and P3).

3.            Perform first-level troubleshooting and resolution for critical (P1) incidents and escalate when necessary.

4.            Monitor ticket queues and ensure timely updates and closure of incidents.

5.            Analyse tickets to identify recurring issues, trends, and potential problem areas.

6.            Generate basic reports using Microsoft Excel, including Pivot Tables and charts for operational tracking and analysis.

7.            Deliver exceptional customer service and maintain effective communication with users throughout the incident lifecycle.

8.            Participate in shift-based operations and provide support in a 24x7 environment.

Required Skills & Qualifications

Technical Skills

1.            Experience working with IT Service Management (ITSM) tools and ticketing systems.

2.            Good understanding of incident management and ticket prioritization (P1/P2/P3).

3.            Knowledge of Service Level Agreements (SLA) and support metrics.

4.            Basic Microsoft Excel skills, including Pivot Tables, data preparation, and formatting.

Soft Skills

1.            Good  verbal communication skills.

2.            Strong customer-handling and stakeholder management abilities.

3.            Analytical mindset with problem-solving skills.

4.            Strong commitment to continuous learning and self-development.

5.            Team player with a positive and proactive attitude.

Experience

1.            1–3 years of experience in Desktop Support, Service Desk, or IT Support roles

Key Skills

Education

Bachelor's degree