IT Help Desk Executive

Job Title: IT Service Helpdesk Team Lead

Location: Bangalore

Experience: 36 Years

Department: IT Service / Helpdesk

Job Summary

We are looking for an IT Service Helpdesk Team Lead to manage daily helpdesk operations, lead the support team, monitor service tickets, ensure SLA compliance, and coordinate with customers and field service engineers for timely issue resolution.

Key Responsibilities

• Manage daily IT helpdesk operations and ticket allocation.
• Lead and monitor helpdesk executives and team productivity.
• Track service tickets, SLA, TAT, and pending calls.
• Coordinate with field service engineers for site visits, troubleshooting, and hardware replacement.
• Handle customer escalations and ensure timely resolution.
• Monitor ticket closure, repeat calls, and service quality.
• Prepare daily, weekly, and monthly service performance reports.
• Ensure proper documentation and adherence to service processes.

Required Skills

• Strong communication, customer handling, and team leadership skills.
• Knowledge of IT helpdesk, ticketing systems, SLA, and incident management.
• Experience in coordinating field engineers and customer support.
• Good problem-solving and escalation management skills.
• Proficiency in MS Excel, Outlook, and Teams.

Education & Experience

• Bachelor's degree or Diploma in IT, Computer Science, or related field.
• 3–6 years of experience in IT Helpdesk, Service Desk, or Technical Support.
• Previous team handling and service operations experience preferred.

Key Skills: IT Helpdesk, Service Desk, Ticket Management, SLA Management, Team Handling, IT Infrastructure, Customer Escalation, Field Engineer Coordination, Incident Management.