IT Service Desk Executive / analyst

Roles and Responsibilities

• Provide L1/L2 technical support to end-users across the organization.
• Manage and resolve incidents and service requests using the ServiceNow platform.
• Handle web-based tickets and ensure timely resolution within SLA.
• Administer user accounts, shared mailboxes, and distribution lists through Active Directory and Google Admin Console.
• Troubleshoot and resolve issues related to Google Workspace tools, coordinating with backend/resolver teams when required.
• Communicate effectively with end-users to understand issues, document problems accurately, and resolve or route tickets appropriately.
• Update and maintain the knowledge base by documenting known issues and resolution steps.
• Collaborate with internal teams to manage escalations and ensure timely ticket closures.
• Maintain high customer satisfaction through prompt, professional communication and support delivery.