Service Desk Analyst

Key Responsibility Areas (KRA)

Designation: Service Desk Executive

Location: Gurugram

Experience: Minimum 2 years

1. Service Desk and IT Support

Responsible for logging IT issues through phone, email, chat, and web portal.

Log, track, and resolve incidents using Manage Engine and ADX tools.

Assign tasks to engineers and ensure timely closure.

Ensure HP warranty and AMC support coverage for all IT equipment.

2. Data Management and Reporting

Maintain HP warranty call tracker in ADX.

Ensure SLA compliance and generate management reports including:

Daily Open Call, Summary, and CSAT Reports

Printer/Projector Reports

AMC Tracker Reports (Monthly)

MIS Reports (Weekly/Monthly)

Monthly Service Desk Presentations

3. Procurement and Vendor Coordination

Obtain hardware quotations, coordinate approvals, and process POs.

Track invoice submissions and follow up for timely payments.

Coordinate with vendors for supply chain efficiency

4. Vendor and Team Performance Monitoring

Monitor the performance of engineers across all locations and submit daily reports.

Evaluate AMC partners' service and share improvement feedback.

Prepare and share Minutes of Meetings (MOMs) daily to ensure smooth operations.