Support Executive

Asian Infotel Pvt Ltd; Hyderabad; On-site; INR 350,000 - 600,000; Full time

Job summary

Asian Infotel Pvt Ltd is seeking a Hyderabad-based IT service desk professional to handle day-to-day operations, diagnose and resolve incidents, and maintain SLA adherence. The role involves remote troubleshooting, timely communication of outages, and reporting on ticket activity.

Ideal candidates will have strong English communication, customer service skills, and prior incident management experience, preferably in the Retail sector. Shift flexibility across time zones may be required.

Qualifications

• Experience in incident management and troubleshooting ( Retail domain preferred).
• Fluent in English with strong communication skills (verbal & written).
• Ability to handle day-to-day IT service desk operations and meet SLAs.

Responsibilities

• Handle day-to-day IT service desk operations and provide functional support via phone.
• Manage end-to-end incident lifecycle - diagnosis, resolution, ageing, and vendor escalation.
• Improve First Contact Resolution (FCR) and ensure adherence to SLAs and internal processes.
• Perform remote troubleshooting and route issues to appropriate support teams.
• Communicate IT service disruptions/outages to customers promptly.
• Maintain and prepare reports on tickets, calls, and related tasks.
• Ensure customer satisfaction through timely and effective issue resolution.
• Strong problem-solving, analytical, and communication skills.
• Prior experience in incident management and troubleshooting (preferably in Retail domain).

Skills

Incident management

First Contact Resolution

Remote troubleshooting

Customer service

SLA adherence

Problem solving

Verbal & written communication

Retail domain knowledge

Multitasking

Job description

Responsibilities

• Handle day-to-day IT service desk operations and provide functional support via phone.
• Manage end-to-end incident lifecycle - diagnosis, resolution, ageing, and vendor escalation.
• Improve First Contact Resolution (FCR) and ensure adherence to SLAs and internal processes.
• Perform remote troubleshooting and route issues to appropriate support teams.
• Communicate IT service disruptions/outages to customers promptly.
• Maintain and prepare reports on tickets, calls, and related tasks.
• Ensure customer satisfaction through timely and effective issue resolution.
• Strong problem-solving, analytical, and communication (verbal & written) skills.
• Prior experience in incident management and troubleshooting (preferably in Retail domain).

Preferred

• Location: Hyderabad-based candidates only.
• Good listening, complaint management, and customer service skills.
• Flexible for shifts covering multiple time zones.
• Fluent in English with excellent communication and interpersonal skills.
• Organized, detail-oriented, adaptable, and able to multitask under pressure.
• Positive attitude, team player, and commercially aware.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.