Helpdesk Executive

5 days ago

Noida, Uttar Pradesh, India Augmentive Business 7 Solution Full time ₹ 5,00,000 - ₹ 10,00,000 per year
Job Title: Helpdesk Executive

Department: IT / Service Delivery / Operations

Location: [Noida]

Reports To: Helpdesk Lead / Service Delivery Manager

Job Purpose:

The Helpdesk Executive will serve as the first point of contact for users seeking technical assistance. The role involves logging, categorizing, and tracking incidents and service requests, ensuring timely resolution through coordination with internal teams and vendors.

Key Responsibilities:
  • Act as the first level of support for IT-related issues (hardware, software, network, application, etc.).
  • Log all incidents and requests accurately in the ticketing system.
  • Assign or escalate tickets to the appropriate technical teams as per defined SLA.
  • Monitor open tickets, follow up on pending issues, and ensure timely closure.
  • Maintain communication with end users regarding ticket status and resolution.
  • Prepare and share daily/weekly reports on helpdesk activities and SLA compliance.
Key Skills and Competencies:
  • Strong communication and customer-handling skills.
  • Understanding of Windows OS, MS Office, email configuration, and basic networking.
  • Ability to prioritize, multitask, and work under pressure.
  • Familiarity with ITSM / Ticketing tools (ServiceNow, ManageEngine, Remedy, etc.) preferred.
  • Strong problem-solving and coordination skills.
Qualifications and Experience:
  • Graduate in IT / Computer Science or equivalent.
  • fresher or 6 months of experience in IT Helpdesk / Service Desk role.
Shift / Work Conditions:
  • Rotational shifts or 24x7 support (as per project requirements).
  • onsite work

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