IT Service Desk Executive - ITIL

Title : Service Desk Executive Experience : 2 years Work Location : Bangalore Notice Period : Immediate to 30 Days Max only Required Skills (Mandatory) : Required : Support/service desk management , diverse technical skills, ITIL processes, customer service. Job Summary : - IT experience with focus on end user support/service desk management - Excellent customer service skills for efficient management of service desk inquiries and requests - Expertise in ITIL processes and industry best practice in service request and fulfilment - Expertise in End User Computing technologies including, but not limited to, Microsoft SCCM, Windows, Office, Outlook, email, browsers, networking, file sharing - Strong, diverse technical skills, especially in the areas related to desktop computing and voice & video - Strong analytic and problem-solving skills across a range of technologies such as MS Windows, Linux, and a solid working knowledge of Microsoft Office - Working knowledge of Sapphire and ServiceNow is a plus - Experience supporting and troubleshooting enterprise email systems such as Office 365 - Experience in automation, chatbots (nice to have) Key Result Areas : - Maximize IT systems availability - Maximize SLA compliance Key Performance Indicators : - Total vs open tickets - Availability of critical systems - Mean time between failures - Ticket resolution time - End-user satisfaction - Call time and hold time - Turnaround time - Tickets by status - First response time - Recurring incidents - Unresolved tickets - Quality rate (ref:hirist.tech)

Location: bangalore, IN

Posted Date: 4/3/2025