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Job Description: Centralized Helpdesk Executive
Position Overview
The Centralized Helpdesk Executive serves as the first point of contact for all internal technical and operational support requests, ensuring timely resolution and excellent customer service.
Key Responsibilities
Incident Management
• Receive, log, and categorize all incoming support requests via phone, email, and ticketing system
• Provide first-level troubleshooting and technical support for hardware, software, and network issues
• Escalate complex issues to appropriate technical teams with complete documentation
Service Request Handling
• Process service requests including access provisioning, password resets, and system configurations
• Track and monitor ticket status from creation to closure
• Ensure adherence to defined SLAs and response times
Communication & Coordination
• Maintain clear communication with users regarding ticket status and resolution timelines
• Coordinate with IT teams, vendors, and other departments for issue resolution
• Provide regular updates to stakeholders on open tickets
Documentation & Reporting
• Maintain accurate records of all incidents and resolutions in the ticketing system
• Create and update knowledge base articles for common issues
• Generate daily/weekly reports on helpdesk metrics and performance
Customer Service
• Deliver skilled and courteous support to all users
• Ensure high levels of custome
📌 Helpdesk Executive (Amravati)
🏢 JLL
📍 Amravati