Jr. Service Desk Executive (Bengaluru)

Responsibilities: - Respond promptly to incoming inquiries, incidents, and service requests from end-users via phone calls, emails, or the ticketing system. - Gather relevant information to accurately assess and diagnose technical issues, providing timely resolutions or escalating to appropriate support teams as needed. - Follow standard operating procedures (SOPs) and troubleshooting guidelines to resolve common IT-related problems, including hardware, software, and network issues. - Provide excellent customer service by addressing end-users queries, concerns, and requests professionally and courteously. - Document all interactions, actions taken, and resolutions in the ticketing system, ensuring accurate and thorough records for future reference and reporting purposes. - Prioritize and manage multiple tickets simultaneously, ensuring adherence to service level agreements (SLAs) and resolution targets. - Collaborate with internal IT teams, vendors, or third-party service providers to facilitate incident resolution and service delivery. - Communicate effectively with end-users to provide updates on the status of their requests, escalate issues when necessary, and ensure a smooth resolution process. - Conduct user training sessions or create self-help resources to empower end-users to troubleshoot common problems independently and enhance their overall IT literacy. - Participate in ongoing training and professional development activities to stay updated on recent technologies, tools, and best practices in IT support. Requirements: - Bachelors degree in Information Technology, Computer Science, or a related field (preferred). - Proven experience in a customer service or technical support role, preferably in an IT service desk or incident management environment. - Familiarity with ticketing systems, remote support tools, and ITIL framework is advantageous. - Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-tech .