Service Desk Executive / Analyst

As a ServiceDesk Analyst, Service Desk Executive, or Customer Care Executive, your primary responsibility will be to handle inbound calls, emails, and chats while ensuring accurate logging of cases and interactions in the ticketing system, with ServiceNow being the preferred tool. You will be required to provide navigational support on self-service portals and guide customers through processes. Additionally, you will need to conduct security verifications in line with company policies, GDPR, and data privacy guidelines. Key Responsibilities: - Handle inbound calls, emails, and chats with accurate case logging in the ticketing system - Provide navigational support on self-service portals and guide customers through processes - Conduct security verifications in compliance with company policies, GDPR, and data privacy guidelines - Make outbound calls following client and company protocols - Maintain high productivity and exceptional call/data quality standards to meet performance targets - Collaborate with team members and supervisors through open, regular communication - Adhere to all company and departmental policies and procedures - Keep process documentation such as DTPs, Knowledgebase, and SharePoint updated - Ensure regular and punctual attendance as per company guidelines - Provide exceptional customer service to minimize complaints and escalations Required Qualifications: - Proficiency in ticket tracking systems, with ServiceNow being preferred, ERP tools, Microsoft Office Suite, and browsers - Strong technical aptitude and quick learning ability - Excellent verbal and written communication skills - Typing speed of at least 50 words per minute - Strong customer service orientation and problem-solving ability - Knowledge of customer support metrics and HR processes,