Service Desk Executive L1

Single point of contact to the customer/users for all IT related requirements. Receive calls/incidents, service requests, queries, change requests from users Log Tickets in the Service Desk Tool on behalf of users calling helpdesk over phone. Log Tickets with the correct category, severity, problem description, user information. Route the calls to the appropriate support team and vendors for resolution. Escalate issues / tickets which are going beyond the agreed service levels. Escalate issues pertaining to vendors non-performance or delays. Escalate issues pertaining to users non-availability or non-cooperation. Providing immediate notification for system outages on critical systems, and providing progress updates in accordance with the Procedures Manual. Track all the issues and send status updates on the progress. Update users on the status of the incidents reported on regular intervals. Share scheduled and necessary reports to management as and when required. Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying. Single point of contact to the customer/users for all IT related requirements. Receive calls/incidents, service requests, queries, change requests from users Log Tickets in the Service Desk Tool on behalf of users calling helpdesk over phone. Log Tickets with the correct category, severity, problem description, user information. Route the calls to the appropriate support team and vendors for resolution. Escalate issues / tickets which are going beyond the agreed service levels. Escalate issues pertaining to vendors non-performance or delays. Escalate issues pertaining to users non-availability or non-cooperation. Providing immediate notification for system outages on critical systems, and providing progress updates in accordance with the Procedures Manual. Track all the issues and send status updates on the progress. Update users on the status of the incidents reported on regular intervals. Share scheduled and necessary reports to management as and when required. Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.