Information Technology Service Desk Manager

As an individual with 8-10 years of experience in the Manufacturing Industry, you will be responsible for the following key tasks: - Perform password resets, user account management, and secure deactivation for exited users. - Log, track, resolve, and close tickets within SLA, ensuring high First Call Resolution. - Provide remote support and first-level troubleshooting for Windows, applications, and email. - Maintain accurate updates in ticketing tools and take user confirmation before closure. - Escalate issues per SLA, coordinate with vendors, and keep users updated. - Conduct basic RCA, reduce recurring issues, and support process improvements. - Maintain SOPs and generate MIS reports. In addition to the responsibilities mentioned above, you should possess the following qualifications: - Mandatory: IT Service Desk Experience - ITIL knowledge (Incident/Problem/Change) - Proficiency in Windows OS, basic networking (TCP/IP, DNS, DHCP, VPN) - Experience with Active Directory, SCCM, Boomger, Manage Engine - Ability to perform basic hardware/software/printer/mobile troubleshooting Kindly note that the location for this position is Faridabad.,