Helpdesk Executive

Position Overview:

We are seeking a dedicated and organized HelpdeskExecutive to join our IT solutions team. The ideal candidate will serve asthe central point of coordination for service requests and engineer allocation.This role involves managing ticket assignments, monitoring ticket progress, andensuring customer satisfaction by maintaining effective communication with thesupport team and clients. Additionally, the Helpdesk Executive will overseeengineer attendance, leave management, and ensure seamless service delivery.

 

Key Responsibilities:

Ticket Coordination:

Monitor incoming service tickets via the service desk portal and assign them to the appropriate engineers.

Track ticket progress and ensure timely resolution by coordinating with engineers and the respective teams.

Follow up to ensure tickets are updated and closed appropriately within SLA timelines.

Engineer Scheduling & Management:

Manage the attendance and leave records of engineers in the companyapplication.

Arrange alternate engineers for customer locations as needed to minimize service disruption.

Plan and allocate engineers for new service installations and ad-hoc service requirements.

Service Desk Management:

Maintain and update the service desk portal with accurate ticket status.

Escalate unresolved issues or delayed tickets to the concerned teams or higher management.

Provide reports on ticket statuses, SLA compliance, and engineer performance as required.

Communication & Coordination:

Act as the communication bridge between customers, engineers, and management.

Respond to client inquiries regarding ticket status and service updates.

Communicate effectively with engineers to ensure clear understanding of assignments and priorities.

Administrative Tasks:

Ensure accurate records of service activities, attendance, and engineer schedules.

Collaborate with HR for attendance data and leave approvals.

Support management with data and insights on service desk performance.

 

Qualifications:

Education: Diploma or Bachelordegree in IT, Business Administration, or related field.

Experience:

1-3 years of experience in IT helpdesk, service coordination, or administrative roles.

Familiarity with service desk software and ticketing systems.

Skills:

Strong organizational and multitasking abilities.

Excellent communication and interpersonal skills.

Proficiency in Microsoft Office tools (Excel, Word, Outlook).

Ability to learn and work with IT service management tools.

 

Key Competencies:

Proactive approach to problem-solving and coordination.

Attention to detail and ability to manage competing priorities.

Customer-focused mindset with a commitment to delivering high-quality service.

Team player with the ability to work collaboratively in a dynamic environment.

 

Preferred Qualifications:

Experience in the IT solutions industry or similar technical environments.

 

Work Environment:

Primarily office-based with potential remote work for specific tasks.

May require occasional flexibility for urgent customer or business requirements.