Job Description

Job title

The Helpdesk Executive will provide frontline technical assistance and support to employees or customers. The role includes troubleshooting hardware/software issues, addressing IT queries, and ensuring the smooth functioning of systems and services at the Shillong location.

Area of operations

Hyderabad, India

Key Responsibility Areas

1. Serve as the first point of contact for IT support queries via phone, email, or in person.
2. Troubleshoot and resolve issues related to systems, networks, hardware, and software.
3. Log, track, and manage incidents and service requests using the helpdesk ticketing system.
4. Install, configure, and maintain computer systems, printers, and IT equipment.
5. Coordinate with internal IT teams and external vendors for unresolved issues.
6. Perform routine system checks and preventive maintenance tasks.
7. Ensure timely follow-up and closure of all helpdesk tickets.
8. Assist in user onboarding/offboarding including account setup and access controls.
9. Prepare and update documentation, reports, and user manuals.
10. Maintain inventory of IT assets and ensure proper allocation.

Skills & Qualifications Required

1. Bachelor’s degree in Computer Science, IT, or a related field (preferred).
2. 1–3 years of experience in IT support/helpdesk roles.
3. Strong knowledge of Windows OS, MS Office, basic networking, and troubleshooting.
4. Experience with ticketing tools (e.g., ServiceNow, Freshdesk, Zendesk) preferred.
5. Excellent communication and customer service skills.
6. Ability to work independently and manage multiple tasks effectively.
7. Strong problem-solving skills and attention to detail.

Additional Requirements

1. Willingness to work from the Shillong office.
2. Ability to work in rotational shifts (if required).
3. Good interpersonal skills and a customer-first approach.

Experience Years

1. Relevant experience of min 3 years

Job Type

1. Permanent Full time

Budget

1. Market comparable