| Job Description: |
Req ID- 10470223
Job Title: Support Executive
Work Location: MUMBAI, MH
Skills Required: IT IS Service Desk Service Desk Management
Experience: 4 to 6
JD:
Strong verbal/written communication and customer service skills.
Willing to work in rotational and night shifts.
Handle customer issues via email, chat, and phone, including voice support.
Troubleshoot and resolve issues with FCR focus.
Work effectively in a fastpaced 24×7×365 support environment.
Basic knowledge of systems, backups, and networking.
Maintain customer satisfaction and meet SLA/KPI targets.
Troubleshoot Windows, macOS, and basic Linux.
Understand DNS, DHCP, TCP/IP, LAN/WAN fundamentals.
Use ITSM tools like ServiceNow or Jira Service Desk.
Manage user accounts in Active Directory.
Use remote tools such as TeamViewer, RDP, Bomgar.
Support Office 365, Exchange, and Google Workspace.
Perform hardware troubleshooting for laptops, desktops, and printers.
Resolve VPN, MFA, and remote access issues.
Apply ITIL practices for incident and request handling.
Log, categorize, and resolve tickets within SLA, escalate when needed.
Maintain accurate documentation and use/contribute to KB articles.
Strong problemsolving, teamwork, timemanagement, and multitasking skills.
Optional: basic scripting in PowerShell or Batch.
Essential Skills: Service Desk Management |
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