It Service Desk Executive

Job Title: IT Service Desk Executive

Location : TATA Power-DDL/ Delhi

Working Hours : Monday to Saturday, 8 AM to 8 PM (12x6); Service support to be provided 24x7 via remote/telephonic assistance.

Key Responsibilities:

1. Level One IT Support:

• Provide first-level support to resolve users IT-related issues efficiently.
• Prioritize and focus on first-call resolution to enhance user satisfaction.

2. Incident Management:

• Record, analyze, and report requests/calls received by the service desk.
• Monitor and document key metrics, including:
• Call volumes and duration.
• Incident and problem trends.
• Call resolution times and age-wise analysis of unresolved calls.

3. Collaboration and Escalation:

• Maintain an updated contact list of service desk personnel and field support engineers.
• Escalate unresolved requests to the TATA Power-DDL project manager and ensure timely follow-up.

4. User Support Services:

• Assist end-users with queries and issues related to:
• Data backup and antivirus support.
• MS Office applications, email, BYOD/VPN setups.
• MS Teams, WebEx, and other communication tools.

5. Continuous Improvement:

• Provide timely reports and recommendations based on trend analysis to enhance service desk operations.

Requirements :

• 3-year diploma in IT or equivalent.
• 2 to 4 years of relevant experience in IT Service Desk or similar roles.
• ITIL certification is mandatory.
• Strong communication and problem-solving skills.
• Experience with IT service desk tools and ticketing systems.
• Knowledge of enterprise applications like MS Office, VPN, and communication platforms.
• Willingness to work flexible hours and provide remote/telephonic support.Role & responsibilities

Share me your Profile - Priyanka.gupta@cyfuture.com

Contact No. - 8595739139