Helpdesk Executive
Core
First point of contact for internal technical and operational support requests, ensuring timely resolution and excellent service.
Role type
Helpdesk Executive (Level 1 Support)
Builds
IT support services for internal users
Domain
IT Operations / Helpdesk
Deliverable
client delivery
Required skills
Incident management, service request handling, ticketing systems, hardware/software troubleshooting, Windows/Mac OS, Microsoft Office 365, Active Directory, basic networking, remote support tools
Responsibilities
Receive, log, and categorize incoming support requests; provide first-level troubleshooting for hardware, software, and network issues; process service requests including access provisioning and password resets; track and monitor ticket status to ensure SLA adherence; maintain clear communication with users regarding ticket status; coordinate with IT teams and vendors for issue resolution; maintain accurate records of incidents and resolutions; create and update knowledge base articles; generate daily/weekly reports on helpdesk metrics.
Seniority
Junior to Mid-level, hands-on IC
