Helpdesk Supervisor

Location: Noida

Experience: 25 Years

Industry: Hospital / Healthcare / Education / Facility Management

Employment Type: Full-Time

Shift: Rotational / 247 Operations

About the Role

We are looking for a responsible and experienced Helpdesk Supervisor to lead day-to-day helpdesk operations across a hospital and college environment. The role requires robust team management, ticketing, coordination, escalation, and SLA management skills.

Key Responsibilities

- Supervise Helpdesk operations and team performance.
- Monitor and manage complaints, incidents, and service requests through the ticketing system.

3.Ensure timely ticket assignment, escalation, follow-up, and closure within SLA/TAT.
- Coordinate with IT, Facilities, Housekeeping, Security, Electrical, Plumbing, Biomedical, HR, Administration, and vendors for issue resolution.

5.Monitor pending, overdue, and critical tickets and ensure timely closure.

Prepare daily/weekly/monthly MIS and performance reports.

- Track team attendance, productivity, response time, ticket closure, and SLA compliance.
- Identify recurring issues and escalate critical concerns to management.
- Ensure proper shift handover, documentation, communication, and service quality.
- Handle critical/emergency complaints affecting hospital,



patient, academic, or facility operations.
- Train and guide Helpdesk Executives on ticketing, communication, and escalation processes.

Candidate Profile

> Graduate in any discipline; relevant technical/management qualification is an advantage.

> 2–5 years of experience in Helpdesk, Service Desk, Facility Helpdesk, Hospital, Institutional, or ITSM operations.

> Hands-on experience with ticketing/helpdesk software is mandatory.

Strong understanding of SLA, TAT, ticket lifecycle, escalation matrix, and MIS reporting.

> Excellent communication, coordination, follow-up, problem-solving, and team-management skills.

> Proficiency in MS Excel and MS Word.

Ability to manage multiple priorities and work effectively under pressure.

> Willingness to work in rotational/247 shifts.

Preferred Experience

Candidates from Hospitals, Medical Colleges, Educational Institutions, Facility Management, Corporate Helpdesk/Service Desk, or ITSM environments will be preferred.

Key Skills

Helpdesk Management | Service Desk | Ticketing System | SLA/TAT | MIS Reporting | Escalation Management | Team Handling | Vendor Coordination | Facility Management | ITSM

📌 Walk-in || Helpdesk Supervisor (Ghaziabad)
🏢 FCS Software Solutions
📍 Ghaziabad