Helpdesk Executive

Job Description

A Helpdesk Executive job involves providing technical support and assistance to users, primarily through various channels like phone, email, and in-person. They are responsible for logging, prioritizing, and resolving support requests, often using ticketing systems, and troubleshooting hardware and software issues. This role also includes escalating unresolved issues to higher-level support teams and maintaining up-to-date knowledge of systems, software, and hardware. Key Responsibilities of a Helpdesk Executive: Providing Technical Support: Offering assistance to users with technical issues, including software, hardware, and network problems. Troubleshooting: Diagnosing and resolving issues, often over the phone, email, or in-person. Ticket Management: Logging, prioritizing, and managing support requests using helpdesk ticketing systems. Escalation: Escalating unresolved issues to higher-level technical teams. Communication: Communicating effectively with users, providing clear instructions, and explaining resolutions. Documentation: Documenting resolutions for future reference. Knowledge Base: Staying updated with the latest system updates, changes, and information. Reporting: Generating reports on helpdesk activity, such as daily, weekly, or monthly reports. User Training: Potentially providing training on new hardware and software to users. Skills and Qualifications: Strong Communication Skills: Ability to communicate effectively with users over the phone, email, and in-person. Technical Skills: Knowledge of operating systems, hardware, and software troubleshooting. Problem-Solving Skills: Ability to diagnose and resolve technical issues. Customer Service Skills: Ability to handle user inquiries patiently and professionally. Organizational Skills: Ability to manage multiple tasks and prioritize support requests. Attention to Detail: Careful attention to detail when documenting issues and resolutions. Additional Responsibilities (depending on the specific role): Maintaining Customer Databases: Updating customer information and tracking interactions. Providing Training to Junior Staff: Training new hires and junior staff on helpdesk procedures and protocols. Managing Vendor Relationships: Coordinating with vendors for hardware and software support. Tamil candidates only Job Types: Full-time, Permanent Pay: ₹10,580.19 - ₹31,475.76 per month Benefits: Food provided Work from home Shift: Day shift Work Days: Monday to Friday Work Location: In person