Help Desk Executive

Position Overview:

We are seeking a dedicated and organized Helpdesk Executive to join our IT solutions team. The ideal candidate will serve as the central point of coordination for service requests and engineer allocation. This role involves managing ticket assignments, monitoring ticket progress, and ensuring customer satisfaction by maintaining effective communication with the support team and clients.

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.

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 Bachelor degree in IT, Business Administration, or related field.

Experience:

06-1 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.