MIS Executive

MIS Executive

Managed Services or IT Helpdesk background

reporting, ticket assignment, bin management, and performance analytics

Key Responsibilities

• Manage and monitor ticket assignment, queue/bin management, and SLA adherence in daily operations.
• Generate, maintain, and analyze MIS reports and operational dashboards for management review.
• Track and report key performance indicators (KPIs) related to service desk performance, incident resolution, and productivity.
• Prepare periodic reports (daily, weekly, monthly) summarizing trends, issue volumes, and performance metrics.
• Identify process bottlenecks and provide data-driven recommendations for improvement.
• Coordinate with IT Helpdesk / Managed Services teams to ensure accurate data entry and timely ticket closure.
• Support audit and compliance reporting as required.
• Automate recurring reports using advanced Excel functions, macros, or BI tools (Power BI / Tableau preferred).
• Maintain documentation and ensure consistency in reporting templates and methodologies.
  

Required Skills & Experience

• 1 - 3 years of experience as MIS Executive / Reporting Analyst in a Managed Services or IT Helpdesk / Service Desk environment.
• Strong working knowledge of ticketing tools (ServiceNow, Remedy, Jira, etc.).
• Expertise in MS Excel (Pivot Tables, VLOOKUP, formulas, charts) and report automation.
• Experience in Power BI, Tableau, or similar visualization tools is a plus.
• Good understanding of incident management, queue/bin handling, and SLA tracking.
• Excellent communication, coordination, and analytical skills.
• Ability to work independently with attention to detail and accuracy.