Desktop Support Call Coordinator

Job Description: - 

Job Title: IT Support Executive – L1 Service Desk / Call Coordinator

Experience: 1–3 Years

Location: Mumbai

Employment Type: Full-Time

· Answer incoming IT support calls and understand the user's issue.

· Assigned the tickets such as ServiceNow, Remedy, etc.

· Maintain good communication, customer service, and call-handling etiquette.

Job Summary

·      We are looking for an IT Support / L1 Service Desk Executive to handle incoming IT support calls from users and provide first-level technical assistance. The candidate will be responsible for understanding user issues, troubleshooting basic IT problems, logging and tracking incidents, and escalating unresolved issues to the appropriate technical teams.

• Key ResponsibilitiesHandle incoming IT support calls from users and provide first-level technical assistance.
• Required SkillsGood knowledge of IT
• Service Desk / Helpdesk operations.
• Basic knowledge of Windows
• OS, MS Office, Outlook, printers, and networking.

Key Performance Indicators (KPIs)

Number of calls handled and tickets logged.

• First Call Resolution (FCR).
• SLA adherence.
• Average Response and Resolution Time.
• Ticket quality and accurate categorization.
• User/customer satisfaction.
• Timely escalation and follow-up of unresolved issues.

• Educational QualificationGraduate in IT, Computer Science, or a related field.