Service Desk Executive (L1)

Years of Experience: 2–4 Years

Handle incoming calls, emails, and IT tickets via ITSM tools

Log, categorize, and prioritize incidents and service requests

Perform initial troubleshooting and provide First Call Resolution (FCR)

Escalate unresolved issues to L2/L3 teams

Track tickets and ensure SLA compliance

Maintain knowledge base, FAQs, and documentation

Generate daily, weekly, and monthly MIS reports