Helpdesk Executive Position Overview

The Helpdesk Executive serves as the first point of contact for all service requests and queries within the organization. This role ensures seamless service delivery through a licensed technology platform, maintaining high standards of customer service and operational efficiency.

Key Responsibilities

- Manage helpdesk operations through the designated licensed technology platform

- Log and track all service requests received via phone, email, portal, or walk-in

- Monitor complaint resolution within established SLA/TAT timelines

- Coordinate with relevant departments and vendors to ensure timely issue resolution

- Prepare monthly helpdesk performance reports with key metrics and analysis

- Manage user feedback and address complaints professionally

- Mandatory requirement: Capture and record 100% of service activities in the designated system with zero exceptions

- Escalate critical issues following established escalation procedures

- Maintain accurate ticket documentation and ensure proper categorization

- Provide skilled customer service to all employees, visitors, and stakeholders

Qualification Experience

- Bachelors degree or Diploma in any discipline

- 1-3 years of experience in helpdesk operations, customer service, or administrative support

- Hands-on experience with ticketing systems or CMMS platforms (ServiceNow, Freshdesk, Zendesk, or similar)

- Previous experience in corporate environments or facility management preferred





Required Skills

Technical Competencies:

- Proficiency in helpdesk/ticketing platforms and service management systems

- Strong command of Microsoft Office Suite, particularly Excel for reporting

- Understanding of SLA/TAT management and performance metrics

- Ability to generate reports and analyze helpdesk data

Communication Skills:

- Excellent verbal and written communication in English (regional language is a plus)

- Professional phone etiquette and email correspondence

- Active listening and clear documentation abilities

Key Attributes:

- Strong customer service orientation with patience and empathy

- Ability to multitask and handle high ticket volumes

- Attention to detail and process compliance

- Comfortable working rotating shifts including weekends and holidays (24 7 operations)

- Proactive problem-solving approach

- Team collaboration skills

Key Performance Indicators

- 100% mandatory ticket capture in the system

- Minimum 95% SLA/TAT compliance

- Customer Satisfaction (CSAT) scores

- Average response and resolution times

- Timely monthly reporting submission

Location: On-site Gurugram

Scheduled Weekly Hours: 48

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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