Service Desk Executive II Mumbai( Belapur )and Hyderabad IISBI Project
Sify
- Posted: 4 months ago
- Openings: 10
- Applicants: 0
Job Description
We are hiring Service Desk Executives Network Support for a prestigious State Bank of India (SBI) project.
The role involves providing first-level technical support in a 24x7 Service Desk environment, handling network-related incidents and service requests, ensuring SLA compliance, and delivering high-quality user support aligned with ITIL practices.
Key Responsibilities
- Act as Single Point of Contact (SPOC) for users
- Log, categorize, and resolve incidents & service requests via ITSM tool
- Perform L1 troubleshooting for LAN/WAN issues (IP, basic BGP, network concepts)
- Support network devices like routers, switches, NAC systems
- Handle user queries via calls and emails professionally
- Ensure SLA, OLA, and KPI compliance
- Escalate issues to L2/L3 teams as per ITIL process
- Maintain proper documentation, work notes, and reports
- Contribute to problem management & root cause analysis
- Work on tools like Avaya CMS (call handling/reporting)
Certification
- CCNA (Mandatory)
- ITIL Foundation (preferred)
Experience
- 1 to 3 years of experience in:
- Network Support
- IT Service Desk
- NOC Operations
Preferred Skills
- Strong understanding of ITIL processes
- Knowledge of SLA & priority matrix
- Good communication skills (English & Hindi)
- Regional language is an added advantage
- Customer handling & analytical skills
- Basic knowledge of MS Excel / reporting tools
Shift Details
- 24x7 Rotational Shifts
Performance Metrics (KPIs)
- SLA Compliance
- First Call Resolution (FCR)
- MTTR (Mean Time to Resolve)
- AHT (Average Handling Time)
- CSAT (Customer Satisfaction)
- Ticket Quality & Documentation
Apply via sending your CV to -apurbabasu.mallik@Sifycorp.com with Subjectline " Service Desk Executive_Prefered location"
More Info
Education
Any Graduate
Not Disclosed
Required Skills
Service Desk
Tcp Ip Networking
Incident management
Troubleshooting
SLA Management
Network Support
tcp
Management
Contact Details
Sify
+91 987654567
marketing@sifycorp.com
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