Helpdesk Support Executive - Information Technology

An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

Roles & Responsibilities

• Serve as the first point of contact for IT department
• Answer customer Calls & emails within response time TAT.
• Manage Service Desk ticket tool, assign technicians & follow-up till closure
• Monitoring Service Desk Dashboard & Sending alerts for SLA violations
• Coordination with customers for IT queries, Service Requests, Incident, Change Management.
• Coordination with vendors & service Providers
• Circulating Incidence reports / updates to stake holders
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Maintain documentation

Candidate Requirement

• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of Windows 7, 8.1 & 10 deployment & troubleshooting, Windows supported application installation, MSOffice configuration & troubleshooting.
• Good understanding of computer systems and basic windows applications
• Ability to diagnose and resolve basic technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered