Help Desk Executive

Position: Help Desk Executive

Department: Admissions

Location: K.R. Mangalam University, Gurugram

Employment Type: Full-Time

Job Summary

K.R. Mangalam University is seeking proactive and customer-focused Help Desk Executive to strengthen its Department-Level Helpdesk Mechanism. The role aims to enhance the student and parent service experience by ensuring timely handling of incoming IVR calls, prompt query registration, and resolution within defined Turnaround Times (TATs).

The Help Desk Executive will act as the first point of contact for departmental queries, coordinate with internal stakeholders for issue resolution, maintain accurate records, and ensure adherence to Service Level Agreements (SLAs). The role requires excellent communication skills, strong coordination abilities, and a commitment to delivering exceptional customer service.

Key Responsibilities

• Handle all incoming IVR calls, emails, and walk-in queries related to the assigned department.

• Act as the first point of contact for students, parents, faculty, and other stakeholders.

• Register every query in the designated Student Information System (SIS), ERP, CRM, or Helpdesk/Ticketing platform.

• Classify and prioritize queries based on predefined Service Level Agreements (SLAs).

• Ensure resolution of queries within the prescribed timelines:

• Immediate Resolution

• 1-Day Turnaround Time (TAT)

• 3-Day Turnaround Time (TAT)

• Coordinate with internal departments to facilitate timely resolution of escalated cases.

• Maintain complete and accurate records of all service requests, complaints, follow-ups, and closures.

• Provide accurate information regarding admissions, examinations, fee payments, academic records, student services, and departmental processes.

• Assist students and parents with digital payment-related queries and basic portal navigation.

• Monitor pending cases and conduct timely follow-ups to ensure SLA compliance.

• Generate daily reports on received, pending, resolved, and escalated queries.

• Support departmental Heads by providing daily updates on query closure status.

• Identify recurring issues and recommend process improvements to enhance service efficiency.

• Maintain professionalism, confidentiality, and a customer-centric approach while handling sensitive information.

Qualifications

• Bachelor's degree in Business Administration, Commerce, Arts, or a related discipline from a recognized university.

Experience

• 1-3 years of experience in customer service, help desk operations, front office, call centre, student services, or administrative support.
• Experience in a university, educational institution, or service-oriented organization will be preferred.

Technical Skills

• Working knowledge of Student Information Systems (SIS), ERP software, CRM, or Helpdesk/Ticketing platforms (Salesforce, Zendesk, Freshdesk, or similar).
• Proficiency in Microsoft Office Suite, especially MS Excel and MS Word.
• Familiarity with digital payment gateways and online service portals.
• Ability to maintain service logs, prepare reports, and monitor SLA performance.

Core Competencies

• Excellent verbal and written communication skills.
• Strong customer service orientation with a student-first approach.
• High emotional intelligence and the ability to handle difficult conversations calmly.
• Strong problem-solving and analytical skills.
• Excellent organizational and time-management abilities.
• Ability to multitask and perform efficiently during peak admission, examination, and fee collection periods.
• Strong attention to detail and documentation.
• Team player with effective coordination and stakeholder management skills.
• Ability to work under defined Service Level Agreements (SLAs) and Turnaround Times (TATs).