Role: Helpdesk Executive

Location: Gurugram

Mode: Work from office / Rotational shift /24*7

3 - 3.7LPA Max Budget

The Service Desk Executive acts as the Single Point of Contact (SPOC) for end users, handling service requests, queries, and incident-related communication. This role emphasizes effective coordination, accurate documentation, customer-centric communication, and adherence to ITIL-based service management processes to ensure consistent service delivery and high customer satisfaction, with a strong focus on First Call Resolution (FCR).

Key Responsibilities

Service Desk Operations

- Serve as the first point of contact for users via phone, email, chat, or service management tools

- Achieve and continuously improve First Call Resolution (FCR) by resolving user requests and incidents at the initial point of contact whenever possible

- Log, categorize, prioritize, and track service requests and incidents accurately

- Perform initial diagnostics and troubleshooting to enable quick resolution

- Ensure timely and correct routing of tickets to the appropriate resolver groups when first-call resolution is not possible

- Minimize misrouting and unnecessary reassignments

- Ensure compliance with defined Service Level Agreements (SLAs)

Incident & Request Management

- Follow Incident Management and Request Fulfilment processes in line with ITIL best practices

- Monitor ticket progress and provide regular status updates to users

- Perform diligent follow-ups until ticket closure

- Escalate incidents that are at risk of SLA breach

- Support Major Incident Management including user notifications, progress updates, and final resolution communication

Coordination & Communication





- Collaborate effectively with internal technical teams and vendors for issue resolution

- Maintain strong working relationships with business users and IT stakeholders

- Support user onboarding and offboarding activities

Documentation & Knowledge Management

- Maintain accurate, complete, and audit-ready documentation within the ITSM tool

- Update and contribute to the knowledge base to improve First Call Resolution rates

- Create and maintain SOPs and FAQs reflecting current operational practices

Required Skills & Competencies

- Strong verbal and written communication skills

- Customer-centric mindset with a robust focus on First Call Resolution

- Strong coordination, problem-solving, follow-up, and documentation skills

- Ability to multitask and prioritize effectively in a fast-paced environment

- Proficiency in MS Outlook, Excel, Word, and Microsoft Teams

- Familiarity with BMC Helix or similar ITSM/ticketing tools (preferred)

- Willingness to work in rotational shifts

Key Attributes

- Customer-focused and process-driven

- Calm, professional, and solution-oriented under pressure

- Strong ownership, accountability, and follow-through skills

- Team player with a positive and proactive attitude

- Willingness to learn, adapt, and continuously improve service quality

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.

📌 Help Desk Engineer (Haryana)
🏢 Atain
📍 Haryana