Role Summary
We are looking for a proactive and
customer -focused IT Support Executive to join our helpdesk team in Vadodara.
The ideal candidate will handle inbound and outbound calls, log and track IT
support tickets, and ensure timely resolution by coordinating with assigned
technicians. This role demands strong communication skills across English,
Hindi, and Gujarati, along with proficiency in ManageEngine and Microsoft
Excel.
Key Responsibilities
Call Handling
• Handle inbound support calls from end -users and log
issues accurately
• Make outbound calls for follow -ups, updates, and
feedback collection
• Maintain a skilled, empathetic, and
solution -oriented tone on all calls
Ticket Management
• Log, categorize, and prioritize IT support tickets for
hardware, software, and application issues
• Assign tickets to the appropriate technicians and
ensure SLA adherence
• Track open tickets and conduct regular follow -ups with
assigned technicians for timely updates
• Escalate unresolved or aged tickets to the appropriate
teams or management
• Close resolved tickets after user confirmation and
document resolution notes
Coordination &
Communication
• Serve as the primary point of contact between end -users
and the IT support team
• Communicate ticket status updates to users proactively
in their preferred language
• Maintain a positive customer experience throughout the
support lifecycle
Reporting & Documentation
• Prepare daily, weekly, and monthly reports on ticket
volumes, resolution times, and SLA metrics
• Create and maintain Excel -based dashboards and trackers
for helpdesk performance data
• Build presentations summarizing support trends and key
metrics for management reviews
• Maintain accurate records in ManageEngine and ensure
data integrity at all times