Jobs

Interviews
Job Alerts
Tools

Upskill and Grow with AI

Mock Interview Practice interviews in realistic simulations

Coding Practice Improve your coding skills with challenges

Certification Earn certifications to validate your skills

AI Learning Get trained with AI expert sessions

Career Path AI insights for smarter career decisions

AI Job Match Score AI-Powered Job Match Against Your Resume and Optimize Your Resume

Career Tools and Resources

Resume Builder Build Professional Resume with Ease

ATS Friendliness Check Check Resume Friendliness for Applicant Tracking Systems

Auto Apply Apply to hundreds of jobs on any platform effortlessly

Co-Pilot (Chrome Extension) Your AI Assistant for Seamless Browsing Efficiency

Interview Questions Streamline interviews with ready-to-use questions

Salaries Discover market-driven salary insights across skillsets and geographies

Companies Explore leading companies actively hiring talent
For Employers

Home
>
Jobs in gurugram
>
Cielo Talent
>
IT Service Desk Management & Admin Support

IT Service Desk Management & Admin Support

Cielo Talent

5 - 8 years

7 - 12 Lacs

gurugram

Posted:1 month ago| Platform:

Apply

Skills Required

service desk management it helpdesk it support service now ticketing technical helpdesk service desk

Work Mode

Hybrid

Job Type

Full Time

Job Description

Role Summary

The IT Service Desk Management & Admin Support role is responsible for supporting day-to-day operations of the IT Service Desk, ensuring efficient ticket handling, coordination, reporting, documentation, and adherence to service delivery processes. The role provides administrative and operational support to the service desk leadership team, enabling improved service performance, user experience, and process compliance.

Key Accountabilities

Support IT Service Desk operations by coordinating activities, monitoring ticket queues, and ensuring SLA compliance.
Assist in maintaining IT service delivery documentation including SOPs, workflows, knowledge base content, and training materials.
Prepare and maintain weekly, monthly, and quarterly performance reports including SLAs, backlog status, trends, and KPI metrics.
Ensure ITIL-based service management processes (Incident, Service Request, Problem, and Change) are followed consistently.
Support scheduling, resource coordination, onboarding, and administrative tasks for the Service Desk team.
Facilitate communication between IT teams, vendors, and users to support timely resolution of requests and escalations.

Responsibilities

Operational Support

Monitor service desk queues and ensure prioritization and routing of tickets aligned with SLAs and service categories.
Track pending tickets and follow up with assigned engineers or teams to avoid breaching SLAs.
Assist with incident and service request categorization, documentation, and escalation as required.
Help analyze recurring incidents, request patterns, and performance insights to support continuous improvement.

Administrative Activities

Maintain up-to-date service desk documentation, user guides, and work instructions.
Coordinate onboarding tasks including system access, knowledge repository setup, and training scheduling for new team members.
Manage schedules, shift rosters, and coverage plans for business-critical service hours.
Assist with asset record updates and tracking when service desk actions involve device issuance, return, or replacement.

Reporting & Governance

Generate daily, weekly, and monthly dashboards for leadership to review SLAs, workloads, and operational metrics.
Track audit-related documentation, policy adherence, and compliance checks.
Assist in preparation for internal and external IT audits as required.

Communication & User Support

Act as a communication bridge between users and technical teams, ensuring clarity and follow-through.
Support the maintenance of user-facing knowledge articles and self-service material.
Assist in ensuring high service quality and customer satisfaction across all touchpoints.

Person Profile

Skills & Competencies

Strong organizational and administrative skills with attention to detail.
Good written and verbal communication skills suitable for interacting with all user levels.
Familiarity with ITIL framework and IT service management best practices.
Ability to multitask, prioritize workload, and work independently as well as in a team environment.
Analytical thinking with ability to interpret data and identify trends or gaps.

Eligibility Criteria

Bachelors degree in IT, Computer Science, Business Administration, or related field (or equivalent experience).
5–7 years of experience in IT Service Desk operations or IT administration support role.
Hands-on experience using an ITSM platform (ServiceNow, Jira Service Management, Freshservice, Remedy, ManageEngine, etc.).

More Jobs at Cielo Talent

Technical Trainer - Testing

Gurugram

5 - 8 yrs

INR 11 - 21 Lacs

Technical trainer Analyst Developer

Gurugram

5 - 10 yrs

INR 8 - 17 Lacs

Executive Search Consultant

Gurugram, Haryana, India

5.0 - 5.0 yrs

Salary: Not disclosed

Recruiter-RPO-Bangalore/Gurugram

Gurugram, Bengaluru

3.0 - 5.0 yrs

INR 5 - 7 Lacs

Talent Administrator & Coordinator

Gurgaon

Experience: Not specified

Salary: Not disclosed

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.

Job Application AI Bot

Apply to 20+ Portals in one click

Download Now

Download the Mobile App

Instantly access job listings, apply easily, and track applications.

Enhance Your Skills

Practice coding challenges to boost your skills

Start Practicing Now

Cielo Talent

Human Resources Services

Wauwatosa Wisconsin

Login to

Please Verify Your Phone or Email

Confirm Action

IT Service Desk Management & Admin Support