It Executive

Job description

We are looking for an energetic and service-oriented **IT Helpdesk Executive** to act as the first point of contact for employees regarding IT-related queries and support requests. The role involves handling a high volume of inbound and outbound calls, assisting employees with basic technical issues, coordinating with the IT team, and ensuring timely resolution of requests. Key Responsibilities - Attend and manage employee calls related to IT support requirements. - Handle inbound and outbound calls professionally and maintain a high level of employee satisfaction. - Register, track, and update IT support requests in the helpdesk system. - Provide first-level troubleshooting support for hardware, software, email, VPN, printer, and network issues. - Coordinate with respective IT teams for issue resolution and follow up until closure. - Communicate updates and resolutions to employees on a timely basis. - Escalate critical issues to relevant stakeholders as per defined processes. - Maintain accurate records of calls, complaints, requests, and resolutions. - Assist employees with password resets, access requests, and basic system guidance. - Monitor ticket status and ensure adherence to service timelines. - Prepare daily and weekly reports on call volume and support requests. Required Qualifications - Graduate in any discipline (IT background preferred). - 13 years of experience in Helpdesk, Technical Support, Customer Service, Telecalling, or Contact Center roles. - Freshers with excellent communication skills may also apply.