We are looking for a customer-focused IT Service Desk / Call Centre Executive to provide first-level technical support and assistance to end users. The ideal candidate should have prior experience in an IT service desk environment, along with strong communication skills and basic exposure to application support technologies such as APIs, MFT, and host-to-host integrations.
Key Responsibilities:
- Act as the first point of contact for IT-related issues via phone, email, or ticketing systems
- Provide timely resolution or escalation of incidents and service requests
- Troubleshoot basic technical issues related to systems, applications, and connectivity
- Monitor and support applications involving APIs, MFT (Managed File Transfer), and host-to-host integrations
- Log, track, and update incidents in the ticketing system
- Ensure adherence to SLAs and customer service standards
- Collaborate with internal teams for issue resolution and service improvements
- Maintain proper documentation of incidents, solutions, and processes
Required Skills & Qualifications:
- Proven experience in an IT Service Desk / IT Call Centre environment
- Basic understanding of:APIs (Application Programming Interfaces)MFT (Managed File Transfer)Host-to-host integrations
- Strong communication and customer service skills
- Ability to handle high-volume support requests in a fast-paced environment
- Familiarity with ticketing tools (e.g., ServiceNow, Remedy, Jira, etc.)
- Good problem-solving and troubleshooting skills
Preferred Profile:
- Candidates with service desk experience and strong communication skills are highly preferred
- Desktop support engineers with technical knowledge but lacking customer interaction experience may not be ideal for this role
- ITIL knowledge or certification is an added advantage
