The Service Desk Executive provides first-level IT support to end-users by resolving technical issues, logging incidents, and ensuring smooth IT operations. The role focuses on quick problem resolution, escalation where necessary, and maintaining high standards of customer service.
Responsibilities
Serve as the first point of contact for IT support requests.
Troubleshoot hardware, software, and network issues.
Provide guidance to users on IT policies, tools, and best practices.
Maintain accurate documentation of issues and solutions.
Monitor system performance and report recurring problems.
Assist with user account management (password resets, access requests).
Support the setup, configuration, and maintenance of laptops, desktops, and mobile devices.
Coordinate with vendors and external support partners for warranty claim and support when required.
Conduct routine system checks and preventive maintenance.
Participate in IT asset management, ...