Help Desk Executive (IT Service Support)

About the role

We are seeking a proactive Help Desk Executive to join our IT Service Support team. You will be the first point of contact for users, delivering prompt technical assistance, incident management, and service request handling while maintaining high customer satisfaction and SLA compliance.

Key responsibilities

• Log, categorize, and manage incidents and service requests using ITSM tools.
• Provide first‑level troubleshooting for hardware, software, network, and connectivity issues.
• Track tickets through resolution, ensuring adherence to SLAs.
• Communicate status and resolutions clearly to end users.
• Coordinate with onsite support teams and escalate unresolved issues.
• Support IT asset management and user access requests (accounts, VPN, collaboration tools).

Required profile

• Diploma or bachelor’s degree in Information Technology or related field.
• 1–3 years of experience in IT Helpdesk or Service Desk support.
• ITIL Foundation certification preferred.
• Strong customer service and communication skills.
• Willingness to work in a 24×7 shift‑based model, including weekends.

Required skills

• Experience with ServiceNow, Jira Service Desk, Zendesk or similar ITSM platforms.
• Knowledge of Windows 10/11, macOS, iOS, Android, Outlook, Teams, SharePoint, OneDrive, Intune.
• User account management, password resets, MFA, group policies.
• Networking fundamentals: DNS, DHCP, IP addressing, VPNs, Wi‑Fi troubleshooting.
• Remote support tools: TeamViewer, AnyDesk, Bomgar, Windows Remote Assistance.
• Endpoint security, antivirus solutions, MFA.
• Basic scripting with PowerShell, Batch, or Power Automate.