IT Helpdesk Specialist

CTI has been a leading AV provider for over 30 years. Since we began in 1988, our mission has been simple: to provide a fantastic customer experience.

So, what are we looking for?

We are looking for an IT Helpdesk Specialist whose attitude, skills, and work ethic will embody our mission “to provide a fantastic customer experience.” In this role, you will lead the day‑to‑day helpdesk function and set the tone for how employees experience IT support: friendly, responsive, organized, and dependable. This is a working‑lead role where you will actively take tickets, answer calls, troubleshoot issues, and serve as the primary point of coordination for queue health, escalations, and service quality.

A key part of this role involves measuring and improving the support experience by tracking metrics such as Customer Experience Score (CES) and Mean Time to Resolution (MTTR). You will also lead cross‑department meetings to coordinate IT needs, align priorities, and improve communication between IT and the business.

We will provide the training, support,



and work environment to help you succeed. CTI employees are known as customer‑focused problem‑solvers who can get the job done—and do it with a excellent attitude.

What are your responsibilities?
- Lead and reinforce a fantastic support experience through friendly communication, responsiveness, and strong follow‑through
- Provide hands‑on helpdesk support by taking tickets, answering calls, troubleshooting issues, and modeling excellent documentation
- Manage the ticket queue by prioritizing work, coordinating coverage, and ensuring escalations are handled and driven to completion
- Track and improve key performance metrics such as CES, MTTR, ticket aging, backlog, and recurring issues
- Lead cross‑department communication and meetings to gather needs, align priorities, and enhance the overall internal support experience
- Coach and mentor the team to improve troubleshooting skills, documentation habits

📌 IT Helpdesk Specialist (Mumbai)
🏢 Conference Technologies
📍 Mumbai