Walk-in || Helpdesk Supervisor (Only male candidate)

Helpdesk Supervisor (only male candidate)

Location: Noida

Experience: 25 Years

Industry: Hospital / Healthcare / Education / Facility Management

Employment Type: Full-Time

Shift: Rotational / 247 Operations

About the Role

We are looking for a responsible and experienced Helpdesk Supervisor to lead day-to-day helpdesk operations across a hospital and college environment. The role requires strong team management, ticketing, coordination, escalation, and SLA management skills.

Key Responsibilities

1. Supervise Helpdesk operations and team performance.

2. Monitor and manage complaints, incidents, and service requests through the ticketing system.

3.Ensure timely ticket assignment, escalation, follow-up, and closure within SLA/TAT.

4. Coordinate with IT, Facilities, Housekeeping, Security, Electrical, Plumbing, Biomedical, HR, Administration, and vendors for issue resolution.

5.Monitor pending, overdue, and critical tickets and ensure timely closure.

Prepare daily/weekly/monthly MIS and performance reports.

6. Track team attendance, productivity, response time, ticket closure, and SLA compliance.

7. Identify recurring issues and escalate critical concerns to management.

8. Ensure proper shift handover, documentation, communication, and service quality.

9. Handle critical/emergency complaints affecting hospital, patient, academic, or facility operations.

10. Train and guide Helpdesk Executives on ticketing, communication, and escalation processes.

Candidate Profile

> Graduate in any discipline; relevant technical/management qualification is an advantage.

> 25 years of experience in Helpdesk, Service Desk, Facility Helpdesk, Hospital, Institutional, or ITSM operations.

> Hands-on experience with ticketing/helpdesk software is mandatory.

Strong understanding of SLA, TAT, ticket lifecycle, escalation matrix, and MIS reporting.

> Excellent communication, coordination, follow-up, problem-solving, and team-management skills.

> Proficiency in MS Excel and MS Word.

Ability to manage multiple priorities and work effectively under pressure.

> Willingness to work in rotational/247 shifts.

Preferred Experience

Candidates from Hospitals, Medical Colleges, Educational Institutions, Facility Management, Corporate Helpdesk/Service Desk, or ITSM environments will be preferred.

Key Skills:

Helpdesk Management | Service Desk | Ticketing System | SLA/TAT | MIS Reporting | Escalation Management | Team Handling | Vendor Coordination | Facility Management | ITSM