Service Desk Executive

Job Description

Title: Service Desk Executive

Company Name: Enroute International Limited

Vacancy: --

Location: Dhaka

Experience:
∎ 2 to 3 years

Published: 29 May 2025

Education:
∎ Bachelor of Science (BSc) in Information Technology
∎ Bachelor’s degree in Information Technology or a related field
∎ Bachelor’s degree in Information Technology or a related field

Requirements:

Additional Requirements:
∎ 2–3 years of hands-on experience in IT Service Desk or IT Operations roles.
∎ Solid understanding of IT Service Management (ITSM) frameworks, tools, and processes.
∎ Strong attention to detail with a disciplined and vigilant approach to work.
∎ 2–3 years of hands-on experience in IT Service Desk or IT Operations roles.
∎ Solid understanding of IT Service Management (ITSM) frameworks, tools, and processes.
∎ Strong attention to detail with a disciplined and vigilant approach to work.

Responsibilities & Context:
∎ Act as the point of contact for receiving service issues via calls, emails and subscriber complaints from relevant teams.
∎ Coordinating the investigation and resolution of Incidents that impact the services provided to end users, captured by business users.
∎ Manages incoming requests, incidents, and service queries using the ITSM tool, ensuring that all issues are logged and addressed within SLAs.
∎ Incident logging and tracking till resolution.
∎ Triage of issues and escalation to L1 Operations.
∎ Catch and Dispatch of issues/ tickets not related to scope of MS operations.
∎ Communicating information about incidents and other service management processes status to the relevant stakeholders.
∎ ROLE OBJECTIVE:
∎ Act as the point of contact for receiving service issues via calls, emails and subscriber complaints from relevant teams.
∎ Coordinating the investigation and resolution of Incidents that impact the services provided to end users, captured by business users.
∎ Manages incoming requests, incidents, and service queries using the ITSM tool, ensuring that all issues are logged and addressed within SLAs.
∎ Incident logging and tracking till resolution.
∎ Triage of issues and escalation to L1 Operations.
∎ Catch and Dispatch of issues/ tickets not related to scope of MS operations.
∎ Communicating information about incidents and other service management processes status to the relevant stakeholders.

Skills & Expertise:

Compensation & Other Benefits:
∎ Salary: Negotiable (based on experience and qualification).
∎ Compensation & Other Benefits: As Per Company Policy.
∎ Contract Duration: Initially 1 year (extension based on project requirement & performance ).
∎ Salary: Negotiable (based on experience and qualification).
∎ Compensation & Other Benefits: As Per Company Policy.
∎ Contract Duration: Initially 1 year (extension based on project requirement & performance ).

Employment Status: Contractual

Job Location: Dhaka

Read Before Apply:

Application Instructions

Email your updated resume mentioning the

position name at cv@enroute.com.bd

Special Mention:

Any personal persuasion/phone-call will result in disqualification of candidature. No intermediary is allowed to expedite or facilitate such process.

Enroute have a Zero-Tolerance Policy for Sexual Exploitation and Abuse (PSEA). The ideal candidate is committed to upholding the organization's PSEA

Policy and to reporting any incidents of suspected or actual PSEA.

There is no cost involved with applying for any positions at Enroute International Limited. Enroute never asks for or accept any kind fees through different

Mobile Banking options or in person. Any solicitation of fund/money/favor from job applicant should be regarded as fraudulent activities

SAVE PAPER, SAVE TREE, SAVE WATER, SAVE ELECTRICITY FOR BETTER TOMORROW!