Depot Executive

Role Summary / Job Purpose Responsible for monitoring and executing service tickets received from client systems and ensuring smooth depot operations. Acts as a communication bridge between global clients, depot engineers, and internal teams to ensure SLA adherence and service quality. Key Responsibilities Monitor and manage service tickets within SLA. Coordinate with depot engineers for execution of IT support tasks. Handle first-level escalations and assist in RCA preparation. Maintain accurate documentation and reporting. Ensure proper inventory coordination and equipment utilization. Communicate proactively with clients regarding ticket updates. Support continuous improvement initiatives. Maintain reporting accuracy using Microsoft Excel. Required Skills Technical Skills: IT Infrastructure knowledge Basic Networking (LAN/WAN) End User Computing (Desktop/L1) Functional Skills: Customer service orientation Strong communication skills Problem-solving and multitasking ability Tools / Systems / Technical Knowledge ServiceNow or equivalent ITSM tool Microsoft Excel (Intermediate) Microsoft Office Suite Basic enterprise hardware knowledge Decision-Making Authority Prioritize tickets within SLA Escalate incidents based on severity Recommend operational improvements No independent financial authority Problem-Solving Complexity Moderate complexity; handles structured operational tasks requiring analytical thinking. Stakeholder Management / Influence Client-facing role coordinating with global clients, depot engineers, service delivery managers, and cross-functional teams. Education & Certification Requirements Mandatory: Bachelor's Degree (IT preferred) Preferred: ITIL Foundation, Basic Networking Certification (optional) Experience Requirements 1–2 years in L1 Service Desk / IT Support / Depot Operations with exposure to ITSM tools.