Description

Key Skills: ServiceDesk Plus, IT Service Management (ITSM), Incident Management, Service Requests, Desktop Support, Troubleshooting, Ticketing Tools, End-User Support, Application Support

Roles & Responsibilities:

• Manage incidents, service requests, and escalations through ServiceDesk Plus.
• Provide desktop support for hardware, software, and end-user issues.
• Troubleshoot and resolve technical issues within defined SLAs.
• Maintain accurate ticket documentation, including root cause and resolution details.
• Coordinate with internal teams and vendors for issue resolution.
• Monitor and track tickets through to closure.
• Support application-related issues and perform initial troubleshooting.
• Ensure high levels of customer satisfaction and service quality.
• Follow ITSM processes and best practices.

Experience Required:

• 5-12 years of experience in IT Service Desk and End-User Support.
• Hands-on experience with ServiceDesk Plus or similar ticketing tools.
• Strong desktop support and troubleshooting experience.
• Experience handling incidents, service requests, and escalations.
• Knowledge of ITSM processes and ticket management.
• Basic application support and issue triage experience.
• Strong communication and customer service skills.
• Ability to work in a fast-paced support environment.

Education: B.E., B.Tech, MCA (Computer Engineering preferred)

Key Skills

Education

Any Graduate