The Helpdesk Executive owns the complete customer service ticketing lifecycle — from ticket registration through engineer allocation, spare parts assignment, installation coordination, and reverse pickups — while ensuring customers receive timely communication and a smooth support experience from first contact to closure.

L1 Technical Support

●Provide first-level (L1) technical troubleshooting to customers over phone call, video call, or remote access tools (AnyDesk, TeamViewer, etc.)
●Diagnose common product/technical issues remotely before deciding on engineer visit or spare part requirement
●Guide customers step-by-step through basic fixes, settings, or configuration issues
●Escalate unresolved technical issues to L2 support, product/engineering team, or field engineer as needed
●Document troubleshooting steps and resolution details on the ticket for future reference

Ticket Registration & Helpdesk Management

●Register incoming customer complaints/requests as tickets in the helpdesk/CRM system
●Capture accurate customer, product,



and issue details at the time of ticket creation
●Categorize and prioritize tickets based on issue type and urgency
●Monitor open tickets and ensure SLAs (response & resolution time) are met
●Follow up with customers and engineers for status updates until closure

Installation Coordination

●Schedule and coordinate new product installation requests with customers
●Confirm installation appointments and required documentation/details in advance
●Track installation tickets through to completion and customer sign-off
●Ensure unboxing and installation videos are captured for every current installation and uploaded/attached against the ticket
●Review videos for completeness and quality before marking the installation ticket closed

Vendor Identification & Allocation

●Identify and shortlist vendors/service partners for installation, repair, or logistics support based on location and requirement
●Allocate tickets to the appropriate vendor where

📌 Installation & Helpdesk Executive (Noida)
🏢 Makerspace Masters
📍 Noida