IT Helpdesk Executive

IT Helpdesk Executive (Non-Technical Role) - Ahmedabad Location

Experience: 1 to 3 Years

• We are seeking a Help Desk Support Executive to provide first-line support and assist in the efficient delivery of IT services to staff and our customers across various location.

• This individual will be responsible for handling ticketing tools of a wide range of technical issues related to applications, operating systems, networks, and more, ensuring swift resolution and minimal downtime between technical team and customers.

• The ideal candidate will have excellent communication skills, strong coordination skills, and the ability to collaborate with both end users and internal teams.

• Knowledge of SLA management and incident/problem prioritization is essential to ensure service levels are met.

Job Description:

• Oversee the end-to-end management of service desk operations, ensuring timely resolution of technical issues for users across multiple departments and our customers while adhering to defined SLAs (Service Level Agreements). • Log, track, and monitor incidents related to applications, operating systems, and other IT infrastructure. Ensure that issues are resolved or escalated as needed and perform follow-ups to ensure timely closures. • Evaluate and prioritize incoming incidents and problems based on severity and impact, ensuring that high-priority issues are addressed first in accordance with established SLAs. • Escalate issues that are beyond the user’s scope, ensuring swift resolutions from the appropriate internal or vendor teams. Prioritize escalations based on the incident’s severity and SLA guidelines. • Timely response to customers on issues related to network, server, CRM, Outlook, and other business-critical applications. • Prepare and submit daily MIS (Management Information Systems) reports, EOD (End of Day) pending ticket reports, and weekly trackers to monitor incident resolution progress. Ensure compliance with SLA targets and escalate any potential breaches. • Manage and respond to service desk emails, ensuring all user requests and incidents are logged and addressed promptly. Ensure timely communication of ticket status and resolution updates to end users. • Liaise with third-party vendors and service providers to resolve technical issues that require external intervention, ensuring vendor SLAs are also adhered to. • Act as a liaison between Customer and Technical team, ensuring smooth communication and effective resolution of issues. • Regularly monitor SLA performance, ensuring that all incidents are resolved within the agreed-upon timeframes. Generate and review SLA compliance reports to identify areas for improvement.

Key Skills and Experience: • Basic Computer Knowledge • Good Communication in English/Hindi • working skills on word, excel and PowerPoint

Job Types: Full-time, Permanent

Pay: ₹16,000.00 - ₹30,000.00 per month

Benefits:

• Provident Fund

Work Location: In person