Help Desk Executive

Job Description

We are looking for a dependable and customer-focused Help Desk Executive to provide first-level technical support to users. The ideal candidate will be responsible for diagnosing and resolving basic technical issues, handling support tickets, and delivering a seamless support experience to end users across various platforms.

Key Responsibilities:
Act as the first point of contact for users seeking technical assistance via phone, email, or chat

Log and manage support tickets through the help desk system

Troubleshoot and resolve hardware, software, network, and application issues

Guide users through step-by-step solutions and escalate complex issues when necessary

Follow standard procedures for proper escalation and ticket closure

Maintain detailed records of user interactions and technical issues

Coordinate with IT and infrastructure teams to ensure timely resolution of problems

Assist with IT asset setup, software installations, and onboarding of new users

Provide clear communication and follow-ups to ensure user satisfaction

High school diploma or equivalent; a degree or certification in IT or computer science is a plus

1+ year experience in IT support, help desk, or technical customer service

Basic knowledge of Windows/Mac OS, Microsoft Office Suite, and networking

Excellent problem-solving and interpersonal skills

Ability to communicate clearly and patiently with non-technical users

Familiarity with help desk software and remote support tools (e.g., TeamViewer, AnyDesk)

Certifications like CompTIA A+, ITIL, or Microsoft Fundamentals

Experience working in an ITIL-based environment

Understanding of ticketing systems such as ServiceNow, Freshdesk, or Jira

Knowledge of Active Directory and user account management