It Service Desk Executive

Advance Career Solutions; Hyderabad; Sur place; INR 300 000 - 420 000; Plein temps

Résumé du poste

Advance Career Solutions is seeking a Service Desk Associate in Hyderabad to be the first point of contact for end users, handling calls, chats, and emails related to IT incidents and service requests.

The role requires strong communication, a customer-first attitude, and basic IT knowledge to resolve issues promptly. You will work in a 24x7 rotational shift with on-site participation.

Qualifications

• 1-3 years in technical support or service desk.
• Basic IT infrastructure, Windows OS, MS Office, and networking knowledge.
• Familiarity with ITSM tools like ServiceNow or Remedy is a plus.

Responsabilités

• Provide IT incident and service request support via phone, chat, and email.
• Password resets, access requests, and basic system troubleshooting.
• Escalate complex incidents to appropriate support teams.
• Monitor and follow up on open tickets to meet SLAs.
• Document incidents and resolutions clearly in the ticketing system.
• Participate in 24x7 rotational shifts, weekends and holidays.

Connaissances

Customer service

Communication

Troubleshooting

IT fundamentals

Outils

ServiceNow

Remedy

Description du poste

• Experience: 1-3 Yrs


• Location : Hyderabad STP


• Shift: Rotational Shift


• Work Mode : Work from Office

CUSTOMER ROLE TARGET ORG CHART: SERVICE DESK

Year of experience: 1-3 years

Role Summary:

We are looking for an energetic and customer-focused Service Desk Associate to join our IT Service Desk team. The ideal candidate will be the first point of contact for end users, responsible for handling calls, chats, and emails related to IT incidents and service requests. The role requires excellent communication skills, a strong customer service attitude, and basic technical knowledge to ensure timely and effective issue resolution.

Key Responsibilities:

• Provide support for common IT issues such as password resets, access requests, and system troubleshooting.


• Escalate complex incidents to the appropriate support teams as per defined procedures.


• Monitor and follow up on open tickets to ensure timely closure within agreed SLAs.


• Maintain accurate documentation of incidents, resolutions, and user communications.


• Ensure adherence to quality, security, and compliance standards.


• Participate in 24x7 rotational shifts, including weekends and holidays, as part of global service delivery operations.


• Contribute to knowledge base updates and continuous improvement of support processes.

Required Skills & Experience:

• 1-3 years of experience in a technical support or service desk environment.


• Basic understanding of IT infrastructure, Windows OS, MS Office, and network fundamentals.


• Familiarity with ITSM tools such as ServiceNow, Remedy, or equivalent is an advantage.


• Excellent verbal and written communication skills.


• Strong problem-solving and customer-handling abilities.

Key Competency:

1. Prior exposure to customer service or technical support roles.


2. Multi-language proficiency will be an added advantage.

Certifications:

• ITIL Foundation certification (preferred but not mandatory).