Key Responsibilities

- Act as the first point of contact for IT support via phone, email, and ticketing tool

- Log, track, and manage incidents and service requests in the ITSM tool

- Provide Level-1 support for desktops, laptops, operating systems, and standard applications

- Perform basic troubleshooting for network, email, VPN, and printer issues

- Escalate unresolved issues to Level-2 / Level-3 teams as per defined procedures

- Follow SLA guidelines and ensure timely updates to users

- Maintain accurate documentation and knowledge base articles

- Coordinate with internal teams and vendors when required

- Provide shift-based /rotational support if needed

Required Skills & Competencies

- Robust communication skills (verbal and written)

- Basic understanding of Windows OS, MS Office, and IT fundamentals

- Knowledge of incident ,problem, and request management

- Ability to handle multiple tickets and prioritize tasks

- Customer-focused and service-oriented approach

Qualifications

- Diploma / Bachelors degree in IT, Computer Science, or related field

Experience

- 3–5 years of experience in a Service Desk / IT Support role

📌 Service Desk Executive (Mumbai)
🏢 Pentagon System and Services
📍 Mumbai