Helpdesk Executive

The Helpdesk Executive provides technical support and assistance to end-users for hardware, software, and network-related issues. They respond to inquiries, resolve problems, and offer guidance to customers via phone, email, or in person. The Helpdesk Executive documents and maintains records of customer interactions, diagnoses problems, and provides solutions. They escalate complex issues to higher-level support teams and continuously improve technical knowledge and skills to provide effective support.

Responsibilities

• Respond to customer inquiries and requests for technical assistance.
• Provide technical support and troubleshoot hardware, software, and network issues.
• Diagnose technical problems and guide customers through appropriate solutions.
• Document customer interactions, including problem descriptions, troubleshooting steps, and solutions.
• Ensure timely resolution of customer issues and follow up on pending cases.
• Escalate complex technical problems to higher-level support teams, if necessary.
• Continuously update technical knowledge and skills through training and self-study.
• Collaborate with other team members to share knowledge and best practices.
• Follow standard operating procedures and adhere to service level agreements.
• Maintain a high level of customer satisfaction through effective communication and problem resolution.