IT Help Desk Executive

Elixir Business Solution; Navi Mumbai; On-site; INR 300,000 - 550,000; Full time

Job summary

Elixir Business Solution in Navi Mumbai seeks an IT Service Desk professional to manage requests via phone, email and chat, providing technical support for software, hardware and networks.

You will troubleshoot issues, meet SLA targets using ITSM practices, and escalate incidents when necessary. 1.5–2.5 years of experience and Zendesk familiarity are preferred.

Qualifications

• 1.5–2.5 years of IT service desk experience required.
• Strong understanding of ITSM principles and SLA management.
• Experience with ticketing tools such as Zendesk or similar.

Responsibilities

• Handle IT service requests via phone, email and chat to resolve issues promptly.
• Provide technical support for software, hardware and network connectivity.
• Troubleshoot complex problems and escalate critical incidents when needed.

Skills

Call handling

ITSM knowledge

Problem solving

Tools

Zendesk

Job description

Roles and Responsibilities :

• Manage IT service requests through phone calls, emails, and chats to resolve customer issues in a timely manner.
• Provide technical support to customers on various software applications, hardware devices, and network connectivity.
• Troubleshoot complex technical problems using problem-solving skills and knowledge of IT systems.
• Escalate critical incidents to senior team members or third-party vendors as needed.

Job Requirements :

• 1.5-2.5 years of experience in an IT Service Desk environment with excellent call handling skills.
• Strong understanding of ITSM (IT Service Management) principles and practices for effective SLA management.
• Proficiency in ticketing tools such as Zendesk or similar platforms for efficient issue tracking.