A Service Desk Executive/Analyst serves as the first point of contact for users experiencing IT-related issues or service requests. The role focuses on providing timely technical support, troubleshooting problems, and ensuring seamless IT service delivery while maintaining high customer satisfaction.
Key Responsibilities
Respond to user queries via phone, email, chat, or ticketing systems.Log, track, and resolve incidents and service requests.Diagnose and troubleshoot hardware, software, network, and application issues.Escalate complex problems to appropriate support teams.Monitor ticket queues and ensure adherence to Service Level Agreements (SLAs).Maintain accurate records of incidents, resolutions,
and user interactions.Assist with user account management, password resets, and access requests.Provide guidance and training to users on IT systems and applications.
Skill Requirements
Strong problem-solving and troubleshooting abilities.Excellent communication and customer service skills.Knowledge of IT systems, operating systems, networking, and ticketing tools.Ability to prioritize tasks and work in a quick-paced environment.Understanding of ITIL processes is an advantage.
Other Requirements
📌 Campus-Beginner (Madurai)
🏢 HCLTech
📍 Madurai
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.