Helpdesk Support Executive / L1 Support Engineer

Job Summary

Role Overview The Helpdesk Resource will be responsible for providing 24x7 Level-1 support for the DIKSHA platform, handling user/service requests, monitoring and tracking tickets, performing initial analysis, coordinating with relevant technical teams, and ensuring timely resolution or escalation of incidents. The resource will act as the first point of contact for reported issues and will ensure that all tickets are properly captured, categorized, prioritized, updated and tracked until closure.

Responsibilities

• Provide 24x7 L1 helpdesk support for end users and stakeholders.

• Receive, log, categorize and prioritize incidents, service requests and user queries.

• Monitor tickets through the designated ticket tracking/application system.

• Review tickets and identify missing or incomplete information required for further investigation.

• Communicate with users/stakeholders to obtain the required information, screenshots, error messages, logs or other relevant details.

• Perform initial troubleshooting and basic issue analysis before escalating to L2/L3 technical teams.

• Ensure tickets are assigned to the appropriate technical team based on the nature and priority of the issue.

• Follow defined SOPs, escalation matrices and incident management processes.

• Track ticket progress and ensure timely follow-up with respective teams.

• Maintain accurate and complete ticket updates, including troubleshooting performed, actions taken and resolution details.

• Identify recurring issues and highlight them to the appropriate technical/operations team.

• Coordinate with application, database, NOC, DevOps and other technical teams for issue resolution.

• Escalate critical/high-priority incidents within the defined SLA timelines.

• Monitor pending, aging and SLA-breached tickets and proactively follow up for closure.

• Prepare and share regular ticket/incident status reports as required.

• Support shift handover by providing complete information on open, critical and pending tickets.

• Maintain proper documentation of frequently occurring issues and resolutions.

• Ensure professional and timely communication with users and project stakeholders.

• Participate in incident calls/war rooms for critical issues whenever required.

  Required Skills Competencies

• Excellent communication skills, both written and verbal.

• Ability to prioritize and multitask efficiently in a 24x7 support environment.

• Working knowledge of ticket tracking and incident management applications.

• Strong coordination and collaboration skills with a team-oriented approach.

• Analytical and process-oriented approach to issue investigation and resolution.

• Ability to review tickets critically and identify information gaps.

• Ability to understand and follow defined SOPs, workflows and escalation processes.

• Good problem-solving and troubleshooting skills.

• Ability to learn quickly and adapt to new applications, processes and technologies.

• Ability to remain calm and professional while handling multiple or high-priority incidents.

• Good documentation and reporting skills.

• Willingness to work in rotational 24x7 shifts, including night shifts, weekends and holidays.

  Technical Knowledge (Preferred)

• Basic understanding of web/mobile applications and application support.

• Basic knowledge of browsers, mobile applications, APIs and common application errors.

• Familiarity with incident/request management tools such as openforge, OS ticket.

• Basic understanding of logs, screenshots, error messages and troubleshooting information.

• Basic knowledge of SQL/database concepts would be an added advantage.

• Knowledge of ITIL/Incident Management processes would be preferred.

  Educational Qualification

• Graduate in B.E. / B.Tech / BCA / MCA / B.Sc. / B.Com. or equivalent.

• Relevant certification in IT Service Management/ITIL will be an added advantage.

  Experience

• 2-5 years of experience in Helpdesk, Service Desk, L1 Application Support, Technical Support or IT Operations.

• Experience in a 24x7 support environment will be preferred.

• Experience working with enterprise applications, government platforms or large-scale digital platforms will be an added advantage.

  Key Attributes

• Strong ownership and accountability.

• Customer-focused approach.

• Good attention to detail.

• Ability to work under pressure.

• Effective coordination with multiple teams.

• Willingness to work in rotational shifts.

• Quick learning and adaptability.

• Strong adherence to defined processes and SLAs.

  Shift Operational Requirements

• The resource will be part of a 24x7 rotational support model.

• The candidate must be comfortable working: Morning, evening and night shifts.

• Weekends and public holidays as per roster.

• During critical incidents and planned maintenance activities, when required.

• As part of shift handover and continuous operational support.

  Key Performance Indicators (KPIs)

• Ticket response and resolution within defined SLA.

• Ticket categorization and assignment accuracy.

• Quality and completeness of ticket updates.

• Number of tickets handled.

• Timeliness of escalations.

• Reduction in aging/pending tickets.

• Quality of shift handover.

• User/stakeholder communication quality.

• Compliance with defined SOPs and support processes.

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.