Helpdesk Support Executive

2 days ago

Bengaluru Chennai Hyderabad, India ti Steps Full time ₹ 2,00,000 - ₹ 6,00,000 per year

About the Role:

We are seeking a Helpdesk Support Executive to join our IT support team. In this role, you will be responsible for providing efficient and timely technical assistance to internal employees or external clients.

Key Responsibilities:

  • User Support: Provide first-level support via phone, email, chat, or ticketing system for hardware, software, and network issues.
  • Ticket Management: Log, track, and prioritize user requests and incidents to ensure timely resolution as per SLAs.
  • Issue Resolution: Diagnose and troubleshoot system errors, application malfunctions, and connectivity problems.
  • System Configuration: Assist in setting up and maintaining user accounts, workstations, printers, and mobile devices.
  • Escalation Management: Escalate unresolved issues to higher-level support teams or vendors and follow up to ensure closure.
  • Documentation: Maintain accurate records of support requests, troubleshooting steps, and solutions in the helpdesk system.
  • Customer Interaction: Communicate clearly and professionally with users to ensure a positive support experience.

Preferred:

  • Hands-on experience with helpdesk tools such as ServiceNow, Freshdesk, or Jira Service Management.
  • Understanding of remote desktop tools and ticketing systems.
  • Basic knowledge of IT security and data protection principles.
  • Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified Professional are a plus.

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