Help Desk Executive

Join Our IT Service Support Team as a Helpdesk Executive

We are seeking a dedicated and customer-focused Helpdesk Executive to serve as the primary point of contact for our users, providing exceptional technical support, incident management, and service request handling. The ideal candidate will ensure high levels of customer satisfaction while consistently meeting service level agreements (SLAs).

• 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 and manage tickets through resolution while adhering to service level agreements (SLAs).
• Communicate effectively with users regarding issue status and resolutions.
• Coordinate with onsite support teams and escalate unresolved issues to higher support levels.
• Support IT asset management and user access requests, including accounts, VPN, and collaboration tools.

Required Skills and Qualifications:

• Experience with ServiceNow, Jira Service Desk, Zendesk, or similar ITSM platforms.
• Proven expertise in Windows 10/11, macOS, iOS, Android, Microsoft Outlook, Teams, SharePoint, OneDrive, and Intune.
• Experience with user account management, password resets, MFA, and group policies.
• Solid understanding of networking fundamentals including DNS, DHCP, IP addressing, VPNs, and Wi-Fi troubleshooting.
• Hands-on experience with remote support tools such as TeamViewer, AnyDesk, Bomgar, or Windows Remote Assistance.
• Knowledge of endpoint security, antivirus solutions, and MFA.
• Basic scripting knowledge using PowerShell, Batch Scripting, or Power Automate.
• Diploma or bachelor's degree in information technology or a related field.
• 1–3 years of experience in IT Helpdesk or Service Desk support.
• ITIL Foundation certification is preferred.
• Microsoft, Cisco, or ITSM-related certifications are an advantage.

What We're Looking For:

• Exceptional customer service and communication skills.
• Proven ability to troubleshoot and resolve end-user IT issues efficiently.
• Experience working within SLA-driven support environments.
• Flexibility to work in a 24x7 shift-based support model, including rotational shifts and weekends.
• Commitment to delivering high-quality support and excellent user experience.