Service Desk Management

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Service Desk Management in India.

This role is an entry-level IT support opportunity within a structured service desk environment, focused on ensuring smooth and timely resolution of technical issues for internal users. You will act as the first point of contact for IT-related incidents and service requests across multiple communication channels, including phone, chat, and email. The position plays a key role in maintaining business continuity by ensuring tickets are properly categorized, prioritized, and resolved within defined service levels. You will work in a fast-paced support environment where attention to detail, responsiveness, and communication are essential. The role offers hands-on exposure to ITIL-based service management processes and real-world troubleshooting practices. It is well-suited for early-career professionals or fresh graduates looking to build a foundation in IT support and service operations.

You will be responsible for providing first-level IT support, ensuring effective ticket handling, and maintaining service quality across all user interactions.

• Handle IT support requests through phone, chat, and email in a timely and professional manner
• Monitor support queues and ensure incidents and service requests are addressed within defined SLAs
• Troubleshoot and resolve basic technical issues using remote support tools and guided assistance
• Escalate complex or unresolved issues to higher-level technical teams when required
• Accurately classify and prioritize tickets based on urgency, impact, and type (incident or service request)
• Maintain detailed documentation of all actions, troubleshooting steps, and communications in ticketing systems
• Coordinate with internal IT teams to track progress on open incidents and problem tickets
• Prepare basic reports on ticket status, incident trends, and service performance metrics
• Support the creation and maintenance of knowledge base articles for recurring issues

Requirements

This role requires strong communication skills, basic technical aptitude, and the ability to work effectively in a structured support environment.

• 0–2 years of experience in IT support or service desk roles; freshers are welcome to apply
• Any graduate degree with strong academic performance (Computer Science or related background preferred)
• Basic understanding of IT support processes, incident management, and troubleshooting fundamentals
• Familiarity with ITIL concepts or certification is an added advantage
• Proficiency in MS Office tools (Excel, Word, PowerPoint)
• Strong verbal and written communication skills with a customer-focused mindset
• Ability to work in rotational shifts and adapt to operational schedules
• Strong teamwork, problem-solving attitude, and attention to detail
• Exposure to telecom or retail environments is a plus

Benefits

• Competitive entry-level salary package aligned with industry standards
• On-the-job training in IT service desk and ITIL-based processes
• Opportunity to gain hands-on experience in enterprise IT support environments
• Structured career growth path in IT support and infrastructure roles
• Exposure to ticketing systems, remote troubleshooting tools, and support workflows
• Rotational shift allowance (if applicable)
• One-week rotational off schedule
• Professional development opportunities in technical support and service management