Title : Service Desk Executive

Experience : 2+ years

Work Location : Bangalore

Notice Period : Immediate to 30 Days Max only

Required Skills (Mandatory) :

Skills Required : Support/service desk management , diverse technical skills, ITIL processes, customer service.

Job Summary :

- IT experience with focus on end user support/service desk management

- Excellent customer service skills for efficient management of service desk inquiries and requests

- Expertise in ITIL processes and industry best practice in service request and fulfilment

- Expertise in End User Computing technologies including, but not limited to, Microsoft SCCM, Windows, Office, Outlook, email, browsers, networking, file sharing

- Strong, diverse technical skills, especially in the areas related to desktop computing and voice & video

- Strong analytic and problem-solving skills across a range of technologies such as MS Windows, Linux, and a solid working knowledge of Microsoft Office

- Working knowledge of Sapphire and ServiceNow is a plus

- Experience supporting and troubleshooting enterprise email systems such as Office 365

- Experience in automation, chatbots (nice to have)

Key Result Areas :

- Maximize IT systems availability

- Maximize SLA compliance

Key Performance Indicators :

- Total vs open tickets

- Availability of critical systems

- Mean time between failures

- Ticket resolution time

- End-user satisfaction

- Call time and hold time

- Turnaround time

- Tickets by status

- First response time

- Recurring incidents

- Unresolved tickets

- Quality rate