We are looking for L1 Help Desk Executives to manage and monitor an ITSM (IT Service Management) ticketing portal, coordinate with technical support engineers, and ensure timely resolution of user complaints.
Key Responsibilities
- Monitor the ITSM portal for new, pending, and unresolved tickets.
- Assign tickets to the concerned technical support engineers.
- Track ticket status and ensure timely resolution within defined TAT/SLA.
- Regularly follow up with engineers on pending tickets.
- Escalate delayed tickets to the concerned teams to avoid SLA breaches.
- Coordinate with users and engineers for ticket updates.
- Maintain daily reports of open, closed, and pending tickets.
- Ensure proper ticket updates and closure in the ITSM portal.
Required Skills
- Good verbal and written communication skills.
- Basic computer knowledge and MS Excel proficiency.
- Robust coordination and follow-up skills.
- Ability to manage multiple tickets and priorities.
- Basic understanding of ticketing systems, TAT and SLA is preferred.
- Candidates with BPO, call center, customer support, backend operations, or helpdesk experience are welcome.
Qualification
- Graduate in any stream.
- Freshers with good communication and computer skills may also apply.
- ITSM tool training will be provided.
Important
This is a non-technical helpdesk coordination role. No hardware, networking, or software troubleshooting is required. Technical issues will be resolved by the respective support engineers.