Service Desk Associate

As a Service Desk Executive at our Noida office (Hybrid), your primary responsibility will be to ensure seamless IT support by effectively logging and tracking issues using ticketing systems. You will be required to escalate complex problems to higher-level support teams and maintain a knowledge base by creating and updating help articles and FAQs. Your role will also involve prioritizing user satisfaction through clear communication and timely follow-ups on resolved issues while adhering to ITIL Best Practices. In this role, you will act as the initial point of contact for users and customers, categorize and record queries, and provide appropriate advice on issue resolution. Monitoring problems from inception to resolution, you will escalate unresolved issues to a higher support level when necessary. Additionally, you will be responsible for logging both issues and resolutions, tracking trends, and managing time effectively to multitask and meet SLAs. To excel in this position, you will need strong problem-solving skills, including the ability to analyze issues, think critically, and find creative solutions promptly. Furthermore, effective communication skills are essential for explaining technical concepts in user-friendly language and collaborating with team members. If you are a BCA graduate with a passion for IT support and a solid understanding of incident, problem, and change management frameworks, we encourage you to apply for this exciting opportunity. Join our team and make a difference by delivering exceptional service desk support to our users and customers.,