IT Helpdesk Executive

IT Helpdesk Executive - 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.

Job Types: Full-time, Permanent

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

Benefits:

• Provident Fund

Work Location: In person