Helpdesk Executive

Key Responsibilities

• Provide 24x7 helpdesk and customer support through phone, email, and ticketing systems
• Handle customer queries, complaints, and technical issues efficiently
• Log, track, and resolve incidents/tickets within defined SLA timelines
• Escalate unresolved issues to the concerned technical teams
• Maintain records of customer interactions and issue resolutions
• Coordinate with internal teams for timely closure of support requests
• Assist users with software, hardware, login, and application-related issues
• Prepare daily/weekly reports related to support activities and incidents
• Ensure high levels of customer satisfaction and service quality

Responsibilities

Provide 24x7 helpdesk and customer support through phone, email, and ticketing systems; Handle customer queries, complaints, and technical issues efficiently; Log, track, and resolve incidents/tickets within defined SLA timelines; Escalate unresolved issues to the concerned technical teams; Maintain records of customer interactions and issue resolutions; Coordinate with internal teams for timely closure of support requests; Assist users with software, hardware, login, and application-related issues; Prepare daily/weekly reports related to support activities and incidents; Ensure high levels of customer satisfaction and service quality

Requirements

1-3 years work experience; Bachelor’s Degree in any discipline or One-Year Diploma in Computer Applications / Information Technology / related field; Proficiency in computer operations and MS Office applications; Good communication and interpersonal skills; Basic understanding of IT systems and troubleshooting; Ability to work in rotational shifts in a 24x7 environment; Strong customer service orientation and problem-solving skills; Ability to manage multiple tasks under pressure