Help Desk Executive

We are looking for a Helpdesk Executive to join our IT Service Support team. The successful candidate will serve as the first point of contact for users, providing technical support, incident management, and service request handling while ensuring a high level of customer satisfaction and SLA compliance.

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

• Experience with Service Now, Jira Service Desk, Zendesk, or similar ITSM platforms.
• Strong knowledge of Windows 10/11, macOS, iOS, Android, Microsoft Outlook, Teams, SharePoint, One Drive, and Intune.
• Experience with user account management, password resets, MFA, and group policies.
• Understanding of networking fundamentals including DNS, DHCP, IP addressing, VPNs, and Wi‑Fi troubleshooting.
• Hands‑on experience with remote support tools such as Team Viewer, Any Desk, Bomgar, or Windows Remote Assistance.
• Knowledge of endpoint security, antivirus solutions, and MFA.
• Basic scripting knowledge using Power Shell, 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.

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