Service Desk Management

Job Description
Experience :
- Total Experience: 0 - 2 Years
- Freshers will also do
Academic Qualification
Any Graduate (First Class Academics Record)
BE / BSC Computer science will be preferred
Role Responsibilities:
- Handle IT support requests through phone, chat, and email.
- Monitor support queues and ensure tickets are handled within defined SLAs.
- Troubleshoot and resolve basic technical issues remotely by guiding users or taking remote access.
- Escalate unresolved or complex issues to higher-level IT support teams when required.
- Coordinate with internal technical teams to follow up on open incidents and problem tickets.
- Prepare basic reports related to tickets, incidents, and service performance.
- Maintain accurate records of hardware and software issues.
- Create, update, and follow Knowledge Base documents to support the Service Desk L1 team.
- Accurately classify tickets by type (Service Request vs. Incident) and assign...