- Manage IT service requests and incidents through ticketing tools, ensuring timely resolution within SLA.
- Collaborate with technical teams to resolve complex issues, escalating when necessary to ensure minimal downtime.
- Monitor and report on key performance indicators (KPIs) such as mean time to repair (MTTR), first call resolution rate, and customer satisfaction ratings.
- Provide excellent customer support by responding promptly to queries via phone, email, or chat.
Job Requirements :
- 2-3 years of experience in an IT service desk environment.
- Solid understanding of ITIL processes and best practices for incident management.
- Proficiency in using ticketing tools such as [insert tool names].
- Excellent communication skills with ability to work effectively under pressure.
📌 Service Desk Engineer (New Delhi)
🏢 Globtier Infotech
📍 New Delhi
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