The Service Desk Executive acts as the Single Point of Contact (SPOC) for end users, handling service requests, queries, and incident-related communication. This role emphasizes effective coordination, accurate documentation, customer-centric communication, and adherence to ITIL-based service management processes to ensure consistent service delivery and high customer satisfaction, with a robust focus on First Call Resolution (FCR).
Key Responsibilities
Service Desk Operations
- Serve as the first point of contact for users via phone, email, chat, or service management tools
- Achieve and continuously improve First Call Resolution (FCR) by resolving user requests and incidents at the initial point of contact whenever possible
- Log, categorize, prioritize, and track service requests and incidents accurately
- Perform initial diagnostics and troubleshooting to enable quick resolution
- Ensure timely and correct routing of tickets to the appropriate resolver groups when first-call resolution is not possible
- Minimize misrouting and unnecessary reassignments
- Ensure compliance with defined Service Level Agreements (SLAs)
Incident & Request Management
- Follow Incident Management and Request Fulfilment processes in line with ITIL best practices
- Monitor ticket progress and provide regular status updates to users
- Perform diligent follow-ups until ticket closure
- Escalate incidents that are at risk of SLA breach
- Support Major Incident Management including user notifications, progress updates, and final resolution communication
Coordination & Communication
- Collaborate effectively with internal technical teams and vendors for issue resolution
- Maintain strong working relationships with business users and IT stakeholders
- Support user onboarding an
📌 IT Help Desk Executive (Gurugram)
🏢 Atain
📍 Gurugram
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.