Job Description

Position: Help Desk Executive

Department: Admissions

Location: K.R. Mangalam University, Gurugram

Employment Type: Full time

Job Summary

K.R. Mangalam University is seeking proactive and customer-focused Help Desk Executive to strengthen its Department-Level Helpdesk Mechanism. The role aims to enhance the student and parent service experience by ensuring timely handling of incoming IVR calls, prompt query registration, and resolution within defined Turnaround Times (TATs).

The Help Desk Executive will act as the first point of contact for departmental queries, coordinate with internal stakeholders for issue resolution, maintain accurate records, and ensure adherence to Service Level Agreements (SLAs). The role requires excellent communication skills, strong coordination abilities, and a commitment to delivering exceptional customer service.

Key Responsibilities
- Handle all incoming IVR calls, emails, and walk-in queries related to the assigned department.
- Act as the first point of contact for students, parents, faculty, and other stakeholders.




- Register every query in the designated Student Information System (SIS), ERP, CRM, or Helpdesk/Ticketing platform.
- Classify and prioritize queries based on predefined Service Level Agreements (SLAs).
- Ensure resolution of queries within the prescribed timelines:
- Immediate Resolution
- 1-Day Turnaround Time (TAT)
- 3-Day Turnaround Time (TAT)
- Coordinate with internal departments to facilitate timely resolution of escalated cases.
- Maintain complete and accurate records of all service requests, complaints, follow-ups, and closures.
- Provide accurate information regarding admissions, examinations, fee payments, academic records, student services, and departmental processes.
- Assist students and parents with digital payment-related queries and basic portal navigation.
- Monitor pending cases and conduct timely follow-ups to ensure SLA compliance.
- Generate daily reports on received, pending

📌 Help Desk Executive (Gurugram)
🏢 K R Mangalam University (KRMU)
📍 Gurugram