SUPPORT DESK EXECUTIVE

Position: Support Desk Executive

Department: Customer Support / Operations

Location: TECQNIO-Nagarabhavi Bangalore

Reporting To: Operations Manager

About TECQNIO

TECQNIO is a leading provider of enterprise IT solutions, specializing in Refurbished & New

Laptops & Desktops, High-End Servers, IT Rentals, & Annual Maintenance Services. We are committed to delivering exceptional customer service and reliable technology solutions.

Job Summary The Support Desk Executive serves as the first point of contact for customers requiring technical assistance or service support. The role involves logging service requests, coordinating with engineers, tracking ticket status, ensuring timely issue resolution, and delivering an excellent customer experience.

Key Responsibilities

1. Receive and log customer support requests through phone, email, WhatsApp, and the ticketing system.
2. Create, assign, and monitor service tickets until closure.
3. Coordinate with field service engineers for onsite support.
4. Schedule installations, preventive maintenance visits, and service calls.
5. Maintain Service Level Agreement (SLA) compliance and ensure timely updates to customers.
6. Follow up on pending tickets and escalate unresolved issues to senior technical teams.
7. Prepare daily, weekly, and monthly service reports.
8. Maintain customer asset details, warranty records, and AMC information.
9. Coordinate with the sales and Store/procurement teams regarding replacement parts and customer requirements.

10.Ensure customer satisfaction by providing timely communication and professional support.



11.Maintain accurate documentation of all service activities.

Required Skills

1. Excellent verbal and written communication skills.
2. Strong customer service orientation.
3. Good knowledge of computer hardware, networking, and Windows operating systems.
4. Ability to multitask and prioritize support requests.
5. Proficiency in Microsoft Excel, Word, and Outlook.
6. Familiarity with CRM/helpdesk or ticketing software is an advantage.
7. Solid coordination and follow-up skills.
8. Problem-solving mindset with attention to detail.

Educational Qualification

Diploma/Bachelors Degree in Computer Science, Information Technology, Electronics, or a related field.

Equivalent experience may also be considered.

Experience

02 years: Support Desk Executive (Freshers with good communication may apply.)

25 years: Preferred for handling enterprise customer support and service coordination.

Key Performance Indicators (KPIs)

First response time.

Ticket closure time.

SLA compliance.

Customer satisfaction (CSAT).

Ticket accuracy and documentation quality.

Engineer utilization and coordination efficiency.

Repeat complaint reduction.

Preferred Candidate Profile Positive attitude and willingness to learn.

Strong organizational and time-management skills.

Ability to work under pressure.

Team player with excellent interpersonal skills.

Customer-focused approach with a sense of ownership.

Interested in This Role?

If this opportunity aligns with your career goals, we encourage you to apply and be part of TECQNIOs growing team.

Apply Now

SHARE YOUR RESUME HERE :

[email protected]

+91 96060 45911

(WhatsApp message only)

www.tecqnio.com

📌 IT Help Desk Executive (Bengaluru)
🏢 Tecqnio Global Systems
📍 Bengaluru