Job Title: IT Support Executive – L1 Service Desk / Call Coordinator
Experience: 1–3 Years
Location: Mumbai
Employment Type: Full-Time
· Answer incoming IT support calls and understand the user's issue.
· Assigned the tickets such as ServiceNow, Remedy, etc.
· Maintain positive communication, customer service, and call-handling etiquette.
Job Summary
· We are looking for an IT Support / L1 Service Desk Executive to handle incoming IT support calls from users and provide first-level technical assistance. The candidate will be responsible for understanding user issues, troubleshooting basic IT problems, logging and tracking incidents, and escalating unresolved issues to the appropriate technical teams.
- Key ResponsibilitiesHandle incoming IT support calls from users and provide first-level technical assistance.
- Required SkillsGood knowledge of IT
- Service Desk / Helpdesk operations.
- Basic knowledge of Windows
- OS, MS Office, Outlook, printers, and networking.
Key Performance Indicators (KPIs)
Number of calls handled and tickets logged.
- First Call Resolution (FCR).
- SLA adherence.
- Average Response and Resolution Time.
- Ticket quality and accurate categorization.
- User/customer satisfaction.
- Timely escalation and follow-up of unresolved issues.
- Educational QualificationGraduate in IT, Computer Science, or a related field.