IT Executive

Crissfin; Hyderabad; On-site; INR 500,000 - 700,000; Full time

Job summary

A technology support firm in India is seeking a candidate with expertise in software troubleshooting and ITIL practices. The role involves resolving complex software issues, managing escalations, and developing training materials. The ideal candidate should have over 2 years of experience in a service desk environment, familiarity with service desk tools like JIRA and Fresh Service, and supporting web and enterprise applications using SQL. Apply now to join a dynamic team focused on improving customer satisfaction.

Qualifications

• 2+ years of experience in a service desk environment.
• Familiarity with ITIL practices.
• Supporting web and enterprise applications.

Responsibilities

• Troubleshoot and resolve software issues promptly.
• Manage escalations and collaborate with development teams.
• Develop training materials for internal staff.
• Handle user complaints and ensure quick resolutions.
• Expert-level troubleshooting for software and operating system issues.

Skills

Incident management

Problem management

Change management

Application troubleshooting

SQL for data queries

Tools

JIRA

Fresh Service

Job description

Responsibilities

• Troubleshoot and resolve complex software issues in a timely manner, achieving maximum accuracy.
• Manage critical escalations, resolving advanced technical problems via phone, email, and remote desktop support. Collaborate with development teams to identify, report, and resolve recurring technical issues, improving system performance.
• Develop training materials and knowledge base content for internal staff, streamlining support processes and reducing resolution time.
• Handle user complaints and ensure that service issues are addressed quickly and professionally, contributing to reduction in user churn.
• Provided expert-level troubleshooting for software and operating system issues via phone and email support. Managed service desk ticketing system, ensuring all user issues were logged, prioritized, and resolved in a timely manner.

Preferred Candidate Profile

• Incident, problem, and change management (ITIL practices)
• Service desk tools (e.g., JIRA, Fresh Service) – application troubleshooting and issue resolution.
• Supporting web and enterprise applications – SQL for data queries and issue analysis.
• Experience: 2+ years

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