IT Help Desk Executive

IT Helpdesk Technician

Job Summary

We are looking for an experienced IT Helpdesk Technician to provide technical support to internal and external users. The role involves troubleshooting hardware, software and basic connectivity issues, resolving incidents remotely, managing support tickets and ensuring timely resolution as per SLA.

Key Responsibilities

• Act as the first point of contact for users seeking technical assistance through phone, email and ticketing tools.
• Diagnose and troubleshoot basic hardware, software, application and connectivity issues.
• Provide remote technical support using appropriate troubleshooting and remote-access tools.
• Guide users through step-by-step solutions and ensure issues are resolved effectively.
• Log, update and track incidents and service requests in the ticketing system.
• Escalate unresolved issues to the appropriate L2/L3 support teams.
• Follow up on open tickets and ensure timely resolution as per defined SLA/KPI.
• Maintain accurate records of incidents, troubleshooting steps and resolutions.
• Provide support for Windows, MS Office, Outlook, Teams and other IT applications.
• Handle basic user access, password and connectivity-related issues.
• Identify recurring issues and suggest improvements to support processes.
• Prepare regular call/ticket and support reports.
• Maintain a high level of customer service while handling internal and external users.

Required Skills

• 3+ years of experience in IT Helpdesk, Service Desk, Technical Support or IT Support.
• Strong knowledge of L1 troubleshooting for desktop/laptop, software and basic network issues.
• Experience with ticketing/service management tools such as ServiceNow, Remedy, Jira or similar.
• Hands-on experience in remote troubleshooting and support.
• Good understanding of Windows OS, MS Office, Outlook, Teams and common IT applications.
• Basic knowledge of networking, VPN, connectivity and user access issues.
• Good verbal and written English communication skills.
• Strong customer service and problem-solving skills.
• Ability to work under pressure and handle multiple support requests.
• Good documentation, follow-up and escalation skills.

Preferred Skills

• ITIL training/certification.
• Experience supporting international/global users.
• Knowledge of Active Directory, SCCM and remote support tools.
• Experience working in an SLA-driven IT Service Desk environment.

Education

• Bachelor's degree in IT, Computer Science or a relevant field