L1 IT Support / Helpdesk Executive

Job Description: L1 IT Support / Helpdesk Executive

Location: Gurugram, Haryana

Qualification: Minimum 2 Years Qualification , Graduate or 3-Year Diploma in any discipline Working Days: 6 Days a Week

Shift: Two-shift operations (as per project requirements)

Employment Type: Full-Time

Job Summary : hiring experienced L1 IT Support / Helpdesk Executives. The role involves providing first-level technical and operational support to distributors, dealers, and channel partners, managing support tickets, troubleshooting application-related issues, and ensuring timely resolution of queries.

Key Responsibilities

• Handle inbound calls, emails, live chats, WhatsApp queries, and support tickets raised by distributors, dealers, and channel partners.
• Provide first-level support for login issues, password resets, user ID unlocks, order status, indent submission, invoicing, and general application navigation.
• Assist users with indent placement, order tracking, e-invoice downloads, and reconciliation report access.
• Register, categorize, prioritize, track, and update incidents and service requests in the ITSM / Helpdesk Tool.
• Perform initial troubleshooting and escalate complex technical issues, transaction failures, allocation discrepancies, and invoicing errors to the appropriate teams.
• Maintain the Knowledge Base (KB), FAQs, troubleshooting guides, and support documentation.
• Prepare daily, weekly, and monthly ticket-volume reports, performance dashboards, and SLA compliance reports.
• Communicate planned maintenance, system downtime, and known platform issues to users through approved communication channels.
• Coordinate with Marketing, Finance, LPG, and other relevant teams to resolve application and business-process issues.
• Follow up on pending tickets and close incidents only after resolution confirmation, wherever required, and complete documentation.
• Prepare and maintain documentation and release notes for PEP software updates and obtain review before release.
• Follow data privacy, information security, call recording, quality monitoring, and confidentiality guidelines. Attend mandatory training sessions before handling queries related to new PEP modules or software releases.

Required Skills

• Experience in L1 IT Support, Application Support, Service Desk, or Helpdesk Support.
• Knowledge of ITSM tools, ticketing systems, and standard IT support practices.
• Basic understanding of enterprise applications such as CRM, ERP, Dealer Management Systems, Supply Chain, Inventory, Sales, or Finance platforms.
• Proficiency in MS Office, particularly Excel, Word, and report preparation.
• Excellent verbal and written communication skills in Hindi and English.
• Strong problem-solving, troubleshooting, documentation, and coordination skills.
• Ability to manage multiple tickets and meet defined response and resolution timelines.

Eligibility Criteria

• Graduate in any discipline or a three-year diploma holder from a recognized university/institution.
• Minimum 2 years of experience in first-level support for enterprise business applications.
• ITIL Foundation certification or equivalent IT Service Management training will be an added advantage.
• Willingness to work in a six-day working schedule and rotational/two-shift operations.

Additional Requirements

• Successful completion of background verification and the client's selection process.
• Willingness to sign the mandatory Non-Disclosure Agreement (NDA).
• Ability to maintain strict confidentiality of data and information.

Pay: ₹20,000.00 - ₹25,000.00 per month

Work Location: In person