IT Help Desk Executive

JOB DESCRIPTION
SUPPORT DESK EXECUTIVE
Position: Support Desk Executive
Department: Customer Support / Operations
Location: TECQNIO-Nagarabhavi Bangalore
Reporting To: Operations Manager
About TECQNIO
TECQNIO is a leading provider of enterprise IT solutions, specializing in Refurbished & New
Laptops & Desktops, High-End Servers, IT Rentals, & Annual Maintenance Services. We are
committed to delivering exceptional customer service and reliable technology solutions.
Job Summary
The Support Desk Executive serves as the first point of contact for customers requiring technical
assistance or service support. The role involves logging service requests, coordinating with
engineers, tracking ticket status, ensuring timely issue resolution, and delivering an excellent
customer experience.
Key Responsibilities
1. Receive and log customer support requests through phone, email, WhatsApp, and the
ticketing system.
2. Create, assign, and monitor service tickets until closure.
3. Coordinate with field service engineers for onsite support.
4. Schedule installations, preventive maintenance visits, and service calls.
5. Maintain Service Level Agreement (SLA) compliance and ensure timely updates to
customers.
6. Follow up on pending tickets and escalate unresolved issues to senior technical teams.
7. Prepare daily, weekly, and monthly service reports.
8. Maintain customer asset details, warranty records, and AMC information.
9. Coordinate with the sales and Store/procurement teams regarding replacement parts and
customer requirements.

10.Ensure customer satisfaction by providing timely communication and
professional support.
11.Maintain accurate documentation of all service activities.
Required Skills
1. Excellent verbal and written communication skills.
2. Strong customer service orientation.
3. Good knowledge of computer hardware, networking, and Windows operating systems.
4. Ability to multitask and prioritize support requests.
5. Proficiency in Microsoft Excel, Word, and Outlook.
6. Familiarity with CRM/helpdesk or ticketing software is an advantage.
7. Strong coordination and follow-up skills.
8. Problem-solving mindset with attention to detail.
Educational Qualification
Diploma/Bachelors Degree in Computer Science, Information Technology, Electronics, or a
related field.
Equivalent experience may also be considered.
Experience
02 years: Support Desk Executive (Freshers with good communication may apply.)
25 years: Preferred for handling enterprise customer support and service coordination.
Key Performance Indicators (KPIs)
First response time.
Ticket closure time.
SLA compliance.
Customer satisfaction (CSAT).
Ticket accuracy and documentation quality.
Engineer utilization and coordination efficiency.
Repeat complaint reduction.

Preferred Candidate Profile
Positive attitude and willingness to learn.
Strong organizational and time-management skills.
Ability to work under pressure.
Team player with excellent interpersonal skills.
Customer-focused approach with a sense of ownership.
Interested in This Role?
If this opportunity aligns with your career goals, we encourage you to apply and
be part of TECQNIOs growing team.
Apply Now
SHARE YOUR RESUME HERE :
[email removed]
[phone removed]
(WhatsApp message only)
www.tecqnio.com