Service Desk Executive

Responsibilities:Serving as the first point of contact for customers seeking technical assistance over the phone or email.Responsible for logging tickets/calls, monitoring calls, assigning call to respective customer support engineer.Resolve the defined calls remotely without impacting abandon.Follow up with clients, support engineers, managers and vendors for pending calls.Ensures the compliance by adhering to the standard processes/templates defined for the department.Record issues and step by step resolution in ticketing tool.Ensure customer satisfaction through continuous status information.Encourage users to provide feedbacksEnsure customer satisfaction through continuous status informationEncourage users to provide feedbacksDocument internal support documentation (SOPs)Identify and suggest possible improvements on processes and proceduresLearn new technologies and evolve as the team maturesNeed to work in a school environment.Good communication skills and confidence level.Should be self-motivated as well as a team player.Problem solving skills and multitasking ability.