IT Service Desk Executive / analyst

Roles and ResponsibilitiesProvide L1/L2 technical support to end-users across the organization.Manage and resolve incidents and service requests using the ServiceNow platform.Handle web-based tickets and ensure timely resolution within SLA.Administer user accounts, shared mailboxes, and distribution lists through Active Directory and Google Admin Console.Troubleshoot and resolve issues related to Google Workspace tools, coordinating with backend/resolver teams when required.Communicate effectively with end-users to understand issues, document problems accurately, and resolve or route tickets appropriately.Update and maintain the knowledge base by documenting known issues and resolution steps.Collaborate with internal teams to manage escalations and ensure timely ticket closures.Maintain high customer satisfaction through prompt, professional communication and support delivery. Roles and ResponsibilitiesProvide L1/L2 technical support to end-users across the organization.Manage and resolve incidents and service requests using the ServiceNow platform.Handle web-based tickets and ensure timely resolution within SLA.Administer user accounts, shared mailboxes, and distribution lists through Active Directory and Google Admin Console.Troubleshoot and resolve issues related to Google Workspace tools, coordinating with backend/resolver teams when required.Communicate effectively with end-users to understand issues, document problems accurately, and resolve or route tickets appropriately.Update and maintain the knowledge base by documenting known issues and resolution steps.Collaborate with internal teams to manage escalations and ensure timely ticket closures.Maintain high customer satisfaction through prompt, professional communication and support delivery.