Service Desk

HEXAWARE

1d • Onsite

About The Position

Hexaware is a dynamic and innovative IT organization committed to delivering cutting-edge solutions to our clients worldwide. We pride ourselves on fostering a collaborative and inclusive work environment where every team member is valued and empowered to succeed. Hexaware provides access to a vast array of tools that enhance, revolutionize, and advance professional profile. We complete the circle with excellent growth opportunities, chances to collaborate with highly visible customers, chances to work alongside bright brains, and the perfect work-life balance. With an ever-expanding portfolio of capabilities, we delve deep into and identify the source of our motivation. Although technology is at the core of our solutions, it is still the people and their passion that fuel Hexaware s commitment towards creating smiles. At Hexaware we encourage to challenge oneself to achieve full potential and propel growth. We trust and empower to disrupt the status quo and innovate for a better future. We encourage an open and inspiring culture that fosters learning and brings talented, passionate, and caring people together. We are always interested in, and want to support, the professional and personal you. We offer a wide array of programs to help expand skills and supercharge careers. We help discover passion the driving force that makes one smile and innovate, create, and make a difference every day.
Job Description:
Position: Service Desk
Location: Washington, DC 20004 (5 days on site per week)

Requirements

• Graduate with a minimum of 3; years of experience in Service Desk operations.
• Excellent communication and conversational skills in English.
• Proficient in voice call support.
• Strong understanding of Incident, Change, and Problem Management processes.
• Good documentation skills covering technical details, process updates, ticket status, and quality suggestions.

Responsibilities

• Manage Service Desk activities, including full ownership of Incident and Service Request process handling.
• Liaise effectively with the Service Manager and designated Change lead as required.
• Assist in the development and issuance of Service Desk Operational Reports.
• Log and triage incidents in ITSM for all end-user related incidents, service requests, and problems.
• Assign tickets to the appropriate Workplace Services, Application Services, or Infrastructure Operations teams based on severity and priority.
• Monitor incidents, service requests, problem, and change tickets to ensure resolution within SLA.
• Escalate unresolved tickets according to the established escalation mechanisms.
• Analyze ticket trends and generate reports with recommended improvement actions.
• Create basic documentation and knowledge base articles to support continuous improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level