Service Desk Support Executive

Roles & Responsibilities

1. Provide Level 1 / Level 2 technical support to end users through calls, emails, chat, and ticketing systems.
2. Identify, troubleshoot, and resolve hardware, software, network, and system-related issues.
3. Log, track, prioritize, and manage incidents and service requests using ticketing tools.
4. Provide support for Windows OS, MS Office, Outlook, printers, and other business applications.
5. Assist users with password resets, account unlocks, and access-related issues.
6. Troubleshoot LAN, WAN, VPN, Wi-Fi, and connectivity issues.
7. Escalate complex technical issues to the appropriate support teams.
8. Monitor and ensure timely resolution of tickets within defined SLA timelines.
9. Maintain proper documentation of incidents, solutions, and troubleshooting procedures.
10. Coordinate with internal IT teams to ensure smooth service delivery.
11. Follow ITIL processes for Incident Management, Problem Management, and Change Management.
12. Ensure excellent customer service and user satisfaction.

Technical Skills

• Good knowledge of Windows Operating Systems (Windows 10/11).
• Basic knowledge of networking concepts LAN, WAN, TCP/IP, DNS, DHCP.
• Experience with Active Directory – user creation, password resets, and account unlocks.
• Knowledge of MS Office, Outlook, and Microsoft 365.
• Basic hardware and software troubleshooting.
• Understanding of VPN, remote desktop, and printer troubleshooting.
• Hands-on experience with ticketing tools such as ServiceNow, Jira, BMC Remedy, or Freshservice.
• Knowledge of ITIL processes and SLA management.