Essential Duties and ResponsibilitiesOperate within the 11x7 Shift system on the IT Service Desk.Handle service requests and provide 1st line IT support by troubleshooting issues.Log incidents and maintain records, categorizing them by type and resolution.Monitor queues to ensure SLAs are met and allocate tickets to appropriate resources.Coordinate cross-organizational tickets for customer satisfaction.Education / ExpertiseGraduate degree preferred; B.Tech/B.E. or related technical degree.Mandatory English Service Desk experience; MCP/MSCE/MSCA and ITIL certifications preferred.











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