Job Title: Service Desk Executive (1–2 Years Experience) Job Summary We are seeking a highly motivated and detail-oriented Service Desk Executive with 1–2 years of experience in IT Service Desk Operations, Incident Management, and Ticketing Systems. The ideal candidate will possess excellent English communication skills, solid coordination abilities, and a proactive approach to managing incidents from initiation through resolution. This role requires close collaboration with multiple technical teams, management stakeholders, and clients while ensuring strict adherence to Service Level Agreements (SLAs). The Service Desk Executive will serve as the primary communication bridge between technical teams, management, and business stakeholders, ensuring timely ticket acknowledgment, proper assignment, escalation, follow-up, and resolution. Key Responsibilities Incident Management & Ticket Handling • Monitor, acknowledge, and process incoming incidents, requests, and service tickets within defined SLA timelines. • Ensure all tickets are properly categorized, prioritized, and assigned to the appropriate technical teams. • Maintain strict adherence to response and resolution SLAs. • Understand the business impact of SLA breaches and proactively work to prevent associated penalties.



• Track ticket progress continuously until closure and ensure no ticket remains unattended. Communication & Coordination • Act as the central point of communication among multiple technical teams, management, and stakeholders. • Notify assigned engineers and technical teams via Microsoft Teams and phone calls, especially during critical or emergency situations. • Conduct regular follow-ups with ticket assignees and team managers to obtain status updates and ensure timely resolution. • Communicate incident progress, business impact, and resolution updates clearly and professionally in simple, non-technical language suitable for management and business stakeholders. • Provide frequent updates through Email and Microsoft Teams during high-priority incidents and outages. Incident Triage & Escalation Management • Perform initial triage and assess incident severity, impact, and urgency. • Coordinate and involve relevant technical teams for faster diagnosis and resolution. • Organize and facilitate bridge calls, conference calls, and emergency meetings during critical incidents. • Escalate unresolved or high-impact issues to team leads, managers, and leadership as required. • Ensure proper escalation procedures are followed for critical incidents and major outages.

📌 Service Desk Executive (Kochi)
🏢 HIRESTAR JOB BANK
📍 Kochi