Helpdesk Executive

Job Summary

The Centralized Helpdesk Executive serves as the first point of contact for all internal technical and operational support requests, ensuring timely resolution and excellent customer service.

Responsibilities

Incident Management

• Receive, log, and categorize all incoming support requests via phone, email, and ticketing system
• Provide first-level troubleshooting and technical support for hardware, software, and network issues
• Escalate complex issues to appropriate technical teams with complete documentation

Service Request Handling

• Process service requests including access provisioning, password resets, and system configurations
• Track and monitor ticket status from creation to closure
• Ensure adherence to defined SLAs and response times

Communication Coordination

• Maintain clear communication with users regarding ticket status and resolution timelines
• Coordinate with IT teams, vendors, and other departments for issue resolution
• Provide regular updates to stakeholders on open tickets

Documentation Reporting

• Maintain accurate records of all incidents and resolutions in the ticketing system
• Create and update knowledge base articles for common issues
• Generate daily/weekly reports on helpdesk metrics and performance

Customer Service

• Deliver professional and courteous support to all users
• Ensure high levels of customer satisfaction
• Gather user feedback to improve service quality

Requirements

Education

• Bachelors degree in Computer Science, IT, or related field
• Relevant certifications (ITIL Foundation, CompTIA A+) are advantageous

Experience

• 1-3 years of experience in helpdesk or technical support role
• Experience with ticketing systems (ServiceNow, Jira Service Desk, or similar)

Technical Skills

• Strong understanding of Windows/Mac operating systems
• Knowledge of Microsoft Office 365, Active Directory, and basic networking
• Familiarity with remote support tools

Soft Skills

• Excellent communication and interpersonal skills
• Strong problem-solving abilities
• Ability to work under pressure and manage multiple priorities
• Customer-focused approach with patience and empathy

Working Conditions

• Shift-based work (may include rotational shifts)
• Office-based with potential for hybrid arrangements
• Fast-paced environment requiring multitasking

Location

Amravati, MH

Scheduled Weekly Hours

48

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.