Role Summary / Job Purpose

Responsible for monitoring and executing service tickets received from client systems and ensuring smooth depot operations. Acts as a communication bridge between global clients, depot engineers, and internal teams to ensure SLA adherence and service quality. Key Responsibilities

Monitor and manage service tickets within SLA.

Coordinate with depot engineers for execution of IT support tasks.

Handle first-level escalations and assist in RCA preparation.

Maintain accurate documentation and reporting.

Ensure proper inventory coordination and equipment utilization.

Communicate proactively with clients regarding ticket updates.

Support continuous improvement initiatives.

Maintain reporting accuracy using Microsoft Excel.

Required

Skills

Technical Skills

IT Infrastructure knowledge

Basic Networking (LAN/WAN)

End User Computing (Desktop/L1)

Functional Skills

Customer service orientation

Robust communication skills

Problem-solving and multitasking ability Tools / Systems / Technical Knowledge





ServiceNow or equivalent ITSM tool

Microsoft Excel (Intermediate)

Microsoft Office Suite

Basic enterprise hardware knowledge Decision-Making Authority

Prioritize tickets within SLA

Escalate incidents based on severity

Recommend operational improvements

No independent financial authority Problem-Solving Complexity

Moderate complexity; handles structured operational tasks requiring analytical thinking.

Stakeholder

Management / Influence

Client-facing role coordinating with global clients, depot engineers, service delivery managers, and cross-functional teams.

Education & Certification Requirements

Mandatory: Bachelor’s Degree (IT preferred)

Preferred: ITIL Foundation, Basic Networking Certification (optional) Experience Requirements

1–2 years in L1 Service Desk / IT Support / Depot Operations with exposure to ITSM tools.

📌 Depot Executive (India)
🏢 AVASO Technology Solutions
📍 India