Technical ServiceDesk_Immediate Joiner_Santacruz

Team Computers; Mumbai, Navi Mumbai; On-site; INR 300,000 - 600,000; Full time

Job summary

Team Computers is seeking an IT Support specialist in Mumbai to manage and resolve IT service tickets. You will handle tickets via ITSM tools, email, phone, and chat, ensuring timely updates and resolution.

You will prioritize according to SLA and business impact, perform password resets and basic Active Directory tasks, monitor queues for SLA compliance, and coordinate with vendors and internal teams to restore services and maintain user satisfaction.

Responsibilities

• Receive and categorize IT tickets via ITSM tools, email, phone, and chat.
• Categorize, prioritize, assign, and monitor tickets based on SLA and business impact.
• Handle password resets, account unlocks, access requests, and basic Active Directory tasks.
• Monitor queues and ensure SLA compliance and timely resolution.
• Follow up on pending and ageing tickets with users and resolver teams.
• Maintain accurate ticket notes, resolution details and closure documentation.
• Coordinate with vendors and internal support teams for hardware, software, network, and apps.
• Support major incident communication and coordination when required.
• Maintain high level of customer service, communication, and user satisfaction.

Job description

Role & responsibilities

• Receive and manage tickets through ITSM tools, email, phone, and chat.
• Categorize, prioritize, assign, and monitor tickets based on SLA and business impact.
• Handle password resets, account unlocks, access requests, and basic Active Directory tasks.
• Monitor ticket queues and ensure SLA compliance and timely resolution.
• Follow up with users and resolver teams on pending and ageing tickets.
• Maintain accurate ticket notes, resolution details, and closure documentation.
• Coordinate with vendors and internal support teams for hardware, software, network, and application-related issues.
• Support major incident communication and coordination when required.
• Maintain a high level of customer service, communication, and user satisfaction.