Helpdesk Executive

Job Summary

The Helpdesk Executive serves as the first point of contact for technical support, providing timely assistance to end-users experiencing IT-related issues. This role ensures smooth day-to-day operations by resolving technical problems, managing support tickets, and maintaining high levels of customer satisfaction.

Responsibilities

• Technical Support Troubleshooting Respond to incoming support requests via phone, email, or ticketing system. Diagnose and resolve hardware, software, and network connectivity issues. Provide remote and in-person technical assistance to users across the organization. Escalate complex technical issues to senior IT staff or specialized teams when necessary.
• Ticket Management Log all support requests accurately in the helpdesk ticketing system. Track, prioritize, and manage tickets through to resolution. Maintain detailed documentation of issues, troubleshooting steps, and solutions. Follow up with users to ensure issues are fully resolved and satisfaction is achieved.
• User Support Training Guide users through step-by-step solutions for common technical problems. Assist with software installations, configurations, and updates. Provide basic training on standard applications and systems. Create and maintain user guides and knowledge base articles.
• System Maintenance Perform routine system checks and preventive maintenance. Set up and configure new user accounts, email addresses, and access permissions. Assist with hardware setup including desktops, laptops, printers, and mobile devices. Maintain inventory of IT equipment and accessories.

Qualifications

• Education Experience Bachelors degree in Computer Science, Information Technology, or related field (or equivalent experience). 1-3 years of experience in IT support or helpdesk role. Relevant certifications such as CompTIA A+, ITIL Foundation, or Microsoft certifications are advantageous.
• Technical Skills Proficiency with Windows and Mac operating systems. Understanding of networking fundamentals (TCP/IP, DNS, DHCP). Experience with Microsoft Office 365, Active Directory, and common business applications. Familiarity with remote support tools and ticketing systems. Basic knowledge of mobile device management (iOS/Android).
• Soft Skills Excellent communication and interpersonal skills. Strong problem-solving abilities and analytical thinking. Patience and customer service orientation. Ability to explain technical concepts to non-technical users. Time management skills with ability to handle multiple priorities. Team player with collaborative mindset.

Performance Metrics

Average response time to support tickets, first-call resolution rate, customer satisfaction scores, ticket closure rate within SLA timeframes, and user feedback ratings typically measure success in this role.

Work Environment

This position typically involves office-based work with occasional requirements to move equipment or assist users at various locations within the facility. Standard business hours apply, though some flexibility for urgent issues may be required.

Location

On-site - 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.