Senior Executive

Key Responsibilities

• Monitor assigned ManageEngine ticket queues for new service requests.
• Handle different request types such as:

• o New hire device requests
• o Break fix requests
• o Other predefined IT service request categories

• Validate request details to ensure completeness before action.
• Execute required actions (e.g., forwarding tickets to appropriate teams or vendors).
• Update ticket status, notes, and closures accurately in the system.
• Ensure requests are processed only after all approvals are confirmed.
• Adhere to defined turnaround times and quality benchmarks.
• Support process walk throughs and screen share sessions for knowledge transfer.
• Provide inputs for process improvements and efficiency gains.