We are seeking a detail-oriented and proactive
MIS Executive from a
Managed Services or IT Helpdesk background. The ideal candidate should have strong experience in
reporting, ticket assignment, bin management, and performance analytics. This role is critical in ensuring efficient operations, data accuracy, and timely insights for management decision-making.
Key Responsibilities
- Manage and monitor ticket assignment, queue/bin management, and SLA adherence in daily operations.
- Generate, maintain, and analyze MIS reports and operational dashboards for management review.
- Track and report key performance indicators (KPIs) related to service desk performance, incident resolution, and productivity.
- Prepare periodic reports (daily, weekly, monthly) summarizing trends, issue volumes, and performance metrics.
- Identify process bottlenecks and provide data-driven recommendations for improvement.
- Coordinate with IT Helpdesk / Managed Services teams to ensure accurate data entry and timely ticket closure.
- Support audit and compliance reporting as required.
- Automate recurring reports using advanced Excel functions, macros, or BI tools (Power BI / Tableau preferred).
- Maintain documentation and ensure consistency in reporting templates and methodologies.
Required Skills & Experience
- 1 - 3 years of experience as MIS Executive / Reporting Analyst in a Managed Services or IT Helpdesk / Service Desk environment.
- Strong working knowledge of ticketing tools (ServiceNow, Remedy, Jira, etc.).
- Expertise in MS Excel (Pivot Tables, VLOOKUP, formulas, charts) and report automation.
- Experience in Power BI, Tableau, or similar visualization tools is a plus.
- Good understanding of incident management, queue/bin handling, and SLA tracking.
- Excellent communication, coordination, and analytical skills.
- Ability to work independently with attention to detail and accuracy.
