Helpdesk Executive

**Key Responsibilities**:

- **Customer Support**:

- Provide prompt and professional technical assistance to both internal users and external clients in the ITES industry.
- **Incident Management**:

- Log and track all support requests, ensuring detailed documentation and communication of each issue.
- Follow up on open tickets, providing updates and ensuring timely resolutions according to established service level agreements (SLAs).
- **Technical Troubleshooting**:

- Diagnose and resolve a wide range of technical issues related to software, hardware, networking, and IT systems.
- **Software & Hardware Setup**:

- Install, configure, and maintain both software and hardware for internal employees and external clients.
- Assist in setting up new workstations, troubleshooting issues related to laptops, desktops, and peripheral devices (printers, scanners, etc.).
- **Client Management**:

- Maintain strong relationships with external clients and provide exceptional IT support as part of the company’s client services.
- Coordinate with clients to understand their IT needs and ensure their issues are resolved in line with ITES contracts and SLAs.
- **Knowledge Management**:

- Develop and maintain knowledge bases and FAQ sections to aid in quicker issue resolution for users and clients.
- Create and maintain technical documentation related to the services and support provided.
- **Monitoring & Reporting**:

- Monitor system performance and notify management of recurring issues or potential system outages.
- Generate periodic reports on help desk performance, ticket resolution, and common issues encountered for analysis and improvements.

Basic criteria
- 1. Having knowledge of mail etiquette

2. Basic knowledge of Excel

3. Communication skills_English & Hindi

**Qualifications**:

- **Education**:

- Graduate
- **Experience**:

- Prior experience in IT support or help desk roles, preferably within the ITES or service-based industry.
- Experience with handling customer support in a fast-paced environment.
- Knowledge of CRM systems and help desk software (e.g., ServiceNow, Freshdesk, Zendesk).
- **Technical Skills**:

- Familiarity with cloud-based solutions (Google Workspace, Microsoft 365, etc.) commonly used in the ITES industry.
- Basic understanding of server administration, Active Directory, and VPN troubleshooting.
- **Soft Skills**:

- Excellent communication skills with the ability to explain technical issues clearly to non-technical users.
- Strong problem-solving and analytical skills.
- Ability to manage multiple tasks simultaneously while maintaining attention to detail.
- Ability to work well under pressure and within service level agreements.
- Customer-oriented, with a positive and proactive approach to troubleshooting and providing solutions.

**Working Conditions**:

- Full-time role with potential for weekend or after-hours support, depending on business requirements.
- Flexibility to handle multiple shifts[ **Day / Night** ] if necessary to support different time zones for clients.

**Additional Information**:

- Competitive salary with potential for performance-based incentives.
- Opportunities for career advancement and specialized training in ITES-specific technologies and processes.
- Collaborative and dynamic work environment with exposure to a wide range of IT tools and client-facing technologies.

Pay: From ₹15,000.00 per month

**Benefits**:

- Cell phone reimbursement

Shift:

- Day shift
- Night shift

Work Days:

- Monday to Friday
- Weekend availability

Work Location: In person