Helpdesk Associate

Position Overview

The Help Desk Associate provides front-line administrative and coordination support to the IT department. The role primarily involves answering incoming IT-related calls, recording user requests as tickets, and ensuring that requests are documented and routed to the appropriate support personnel. The position also assists with meeting scheduling, conference room arrangements, record maintenance, and other routine clerical and administrative activities to support the smooth day-to-day functioning of the department.

Duties and Responsibilities

• Answer incoming telephone calls to the IT department in a polite and professional manner.
• Record calls and user-reported issues as support tickets, ensuring that the details are clear and accurate.
• Categorize tickets and forward or assign them to the appropriate analyst or IT support team according to established procedures.
• Capture relevant details such as the caller’s name, department, contact information, and a brief description of the request or issue.
• Maintain call logs, ticket records, registers, and other trackers as required.
• Schedule meetings, coordinate invitations, and communicate meeting details to participants.
• Arrange conference rooms for meetings, including checking room availability and coordinating basic setup requirements.
• Assist with routine administrative tasks such as maintaining records, preparing simple documents, and handling correspondence as assigned.
• Coordinate with relevant staff to confirm meeting schedules, room bookings, and other logistical requirements.
• Direct calls or general enquiries to the appropriate person or department when required.
• Maintain confidentiality of internal information and handle user details responsibly.
• Perform other clerical and administrative duties assigned by the reporting manager.

Qualifications and Skills Required

Educational Qualifications

Higher Secondary education or a diploma/degree in any discipline. Qualifications in office administration, business administration, or computer applications are an added advantage.

Technical & Functional Skills

• Basic computer skills, including email, calendars, word processing, and spreadsheets.
• Ability to use ticketing systems or learn the department’s ticket logging procedures.
• Good data-entry accuracy and attention to detail.
• Basic meeting scheduling, calendar coordination, and record-keeping skills.

Core Competencies

• Clear verbal communication and professional telephone etiquette.
• Polite, patient, and service-oriented approach.
• Good organization, time management, and attention to detail.
• Ability to follow procedures and coordinate with different teams.
• Reliability, discretion, and willingness to support routine administrative needs.

Experience

0–2 years of experience in call handling, front-desk support, office administration, customer service, or a similar role. Freshers with good communication and basic computer skills may also be considered.

Experience in an IT department or a healthcare organization is an added advantage.

Pay: From ₹20,000.00 per month

Work Location: In person