Role Summary The Helpdesk Executive is the first point of contact for customers with audio-visual (AV) product issues and service requests. The role logs and triages calls, assigns the right field engineer or vendor, dispatches spares, coordinates installations, and keeps accurate documentation. The goal is fast resolution, explicit communication, and a dependable network of onsite support partners.

Key Responsibilities
1. Call handling and ticket management
• Receive customer calls, emails and portal requests, and log each one as a ticket in the helpdesk or CRM system.
• Do first-level troubleshooting by phone or remote session, and resolve simple issues without a site visit.
• Prioritise tickets by severity and SLA, and follow up until closure.
• Keep customers updated on status, ETA and resolution. 2. Field engineer alignment
• Assign onsite calls to in-house field engineers based on location, skill set and availability.
• Share complete job details with the engineer (site address, contact person, issue history, product model and serial number).
• Track engineer check-in and check-out, visit outcomes and pending actions.
• Escalate delayed or repeat calls to the Service Manager. 3. Vendor identification and management
• Search for, shortlist and onboard qualified service vendors and channel partners for onsite technical support in locations without in-house coverage.
• Check vendor credentials: AV/IT technical competence, certifications, past work, manpower, response time and coverage area.
• Collect and compare quotes, rate cards and SLA commitments, and maintain an approved vendor database by city and region.
• Allocate onsite calls to vendors, monitor their performance (response time, first-time fix rate, customer feedback) and raise issues with them.
• Coordinate vendor invoicing, service reports and payment follow-up with the accounts team. 4. Spares dispatch and logistics
• Identify the spare parts needed from the engineer’s or customer’s diagnosis.




• Raise spare requests, coordinate with the warehouse or stores, and arrange dispatch through couriers or logistics partners.
• Track shipments to delivery, confirm receipt, and follow up on faulty part returns (RMA).
• Maintain records of spares issued, returned and pending. 5. Installation coordination and support
• Schedule installations and commissioning with customers, sales teams and engineers or vendors.
• Confirm site readiness (power, network, cabling, mounting, access permissions) before the visit.
• Send installation checklists, product documentation and configuration details to the assigned engineer.
• Collect installation reports and customer sign-offs, and follow up on any snag list. 6. Documentation and reporting
• Maintain service records, call logs, engineer and vendor reports, warranty and AMC details, and RMA records.
• Prepare and update product documents for AV products (user manuals, installation guides, troubleshooting guides, FAQs, quick-start sheets, service SOPs).
• Build a knowledge base of recurring issues and fixes.
• Prepare daily, weekly and monthly reports covering call volume, TAT, SLA compliance, pending calls, spares status and vendor performance. Required Qualifications
• Diploma or Bachelor’s degree in Electronics, IT, Electrical, Communication or a related field.
• 1–3 years of experience in a helpdesk, technical support or service coordination role, ideally with AV, IT or electronics products. Skills and Competencies
• Working knowledge of AV products and systems (displays, projectors, video conferencing, audio and DSP, control systems, cabling and signal flow, networking basics).
• Strong troubleshooting and problem-solving ability.
• Experience with ticketing or CRM tools, MS Excel and email.
• Vendor sourcing, negotiation and coordination skills.
• Clear written and spoken English and Hindi; regional languages are a plus.
• Good technical documentation skills.
• Ability to manage multiple calls under pressure, with attention to detail and ownership.

📌 Executive/ Sr Executive (Noida)
🏢 Makerspace Masters
📍 Noida