What applies to you The IT Service Desk Executive will play a pivotal role in ensuring the seamless operation of our service desk and IT support team. This position is crucial for delivering timely and effective technical support to both employees and customers. You will collaborate closely with your Lead and team to maintain smooth operations, coordinate incident management, ensure SLA compliance, and continuously improve service desk processes. Additionally, you will be instrumental in monitoring IT infrastructure, providing expert technical guidance, and maintaining high user satisfaction, all under the supervision of your Technical Lead/Manager.
What you will do Incident Management: Oversee, prioritize, and resolve incidents to minimize business disruption. Coordinate with teams for timely issue resolution.Ticketing System: Maintain and monitor the ticketing system, ensuring all tickets are logged, tracked, and resolved within SLA. Generate status and performance reports.Communication: Act as the primary contact for service desk communications. Coordinate with stakeholders for effective issue resolution.User Support: Provide technical support, address user queries, and resolve issues promptly. Conduct training sessions and create user documentation.Service Requests: Log and track all service requests accurately, monitor progress, and update users as needed.System Monitoring: Continuously monitor system performance, identify and address issues, and escalate critical problems to appropriate teams. What you will need Bachelor's Degree in Information System, Computer Science, Information Technology (IT) or related field. Preferably 1-2 years' experience working in this related field.Fresh-graduates are encouraged to apply. Knowledge / experience skills with Microsoft Azure Monitoring. Knowledge / experience skills with technical applications & dashboards such as Grafana, VIN (View It Now), Cloud link (Cloud), Kubernetes, Apache Kafka.