Help Desk Executive

Position

Location

Experience

Qualification

Role Overview

We are seeking an experienced Helpdesk Coordinator to act as the single point of contact (SPOC)

Key Responsibilities

• Act as SPOC for all users of the State Data Center.
• Receive incident-related communication via phone, mail, and web interface.
• Validate incident details and generate trouble tickets.
• Assign tickets to the relevant engineer or specialist for resolution.
• Initiate spare requests with OEMs for RMA (replacement of failed parts).
• Follow up with OEMs/onsite engineers for incident closure.
• Update incident records upon resolution and maintain the asset database.
• Support engineers with knowledgebase updates.
• Escalate unresolved incidents to specialists/project manager.
• Generate incident reports and OEM performance reviews.
• Manage CA Help Desk package (minimum 2 years’ hands-on experience required).

Desired Skills & Competencies

• Good understanding of ITIL processes (Incident/Change/Problem Management).
• Experience with ticketing tools such as CA Help Desk, ServiceNow, or Remedy.
• Strong communication and coordination skills.
• Ability to handle escalations and vendor management.
• Analytical mindset with report generation skills.