Help Desk Executive

Job highlights

• Experience with IT helpdesk coordination, ticketing tools, escalation management, and SLA compliance
• Manage IT support tickets, coordinate with support teams, monitor SLA adherence, maintain documentation, and prepare MIS reports

Job Summary

We are looking for a proactive and organized IT Technical Helpdesk Coordinator to manage day-to-day IT support requests, coordinate with technical teams, monitor service tickets, and ensure timely resolution of IT-related issues. The ideal candidate should have good communication, coordination, documentation, and problem-solving skills.

Key Responsibilities

• Receive, log, track, and monitor IT support tickets through the helpdesk or ticketing system.
• Coordinate with L1, L2, L3 support teams and field engineers to ensure timely issue resolution.
• Monitor ticket status, response time, resolution time, and SLA compliance.
• Follow up on pending and escalated incidents until closure.
• Coordinate with users, customers, vendors, and internal IT teams for technical support.
• Maintain daily service reports, ticket trackers, incident logs, and escalation reports.
• Schedule engineer visits and coordinate resource availability for onsite support.
• Track hardware issues related to desktops, laptops, printers, network connectivity, and peripherals.
• Ensure proper documentation of incidents, service requests, resolutions, and user feedback.
• Prepare daily, weekly, and monthly MIS reports for management.
• Escalate critical incidents and SLA breaches to the appropriate stakeholders.
• Support asset tracking, service request management, and IT operations as required.