Service Desk Support Executive

Job Description

Service Desk Support Executive Location : Noida, India Job Type : Full Time Experience : 1+ Years of Experience Position Overview: We are seeking a dedicated Service Desk Support professional to join our Service Delivery team. This role serves as the first point of contact for end users, resolving technical issues related to hardware, software, and enterprise systems. The position ensures timely resolution within SLAs while maintaining high service standards. Strong communication and a customer-focused mindset are essential. Key Responsibility: Provide first-line technical support for infrastructure, Client-developed applications, and enterprise solutions. Monitor and manage incidents via Jira Service Management, ensuring accurate logging and resolution within defined SLAs. Perform diagnostics and troubleshooting for hardware, software, and networks. Escalate unresolved issues to 2nd/3rd line support with clear documentation in Confluence. Maintain communication with users, ensuring regular updates and a positive customer experience. Contribute to continuous improvement efforts by maintaining and enhancing documentation and support processes. Support tools and systems such as Jira, Confluence, NetSuite, and antivirus/patch management solutions. Participate in a shift-based support model. Update and maintain accurate customer data, timesheets, and ticketing information in NetSuite and related platforms. Perform routine tasks such as backup management, patch management, and antivirus monitoring to ensure system integrity. Participate in the rollout of critical system updates and changes, ensuring minimal disruption to operations. Requirements: Minimum 1 year in a service desk or 1st line support role. Proficient in Jira Service Management, Confluence, and NetSuite. Strong troubleshooting skills for hardware/software issues. Solid understanding of enterprise IT environments. Excellent written and verbal communication skills. Customer-oriented with a problem-solving mindset. Willing to work in shift Preferred Qualifications: ITIL Foundation Certification (or willingness to obtain within 12 months). Degree in IT , B.Sc or B.A. or equivalent technical training. Familiarity with enterprise support practices and service management workflows.