Help Desk Executive

We are hiring Help Desk Executive who can successfully provide adequate information to the customers and offer them necessary assistance. The candidate must have great communication skills and must be poised to give customers a delightful experience. He/She must be polite and must be comfortable using hardware, software and other diagnostic and troubleshooting programs. The Candidate must have strong command over the language and should resolve the problems of the customers via remote hardware/software.

Roles & Responsibility

  • Responding to the queries of the customers via email, chat or phone
  • Training other staff members on troubleshooting problem and customer service
  • Providing necessary technical assistance for the question as well as problems.
  • Understand the concern of the customer and provide the necessary information
  • Perform regular follow-ups with the customers and ensure optimum resolution
  • Monitor calls and request feedback and other methods of correspondence to improve training
  • Run reports to analyze the customer problems and complaints
  • Support various department and coordinate with them
  • Call logging / Assigning / Follow-ups for Network, Server, Applications, CRM, Outlook related issues
  • Form various MIS reports
  • Maintaining weekly tracker
  • Install changes or fix issues in software

Qualification, Experience & Expertise

  • The candidate must have a bachelor’s degree in any stream
  • Ability to troubleshoot and diagnose problems
  • Strong computer skills
  • Accept request for assistance from customers and various departments
  • Proficient knowledge of Microsoft, Window and other common desktop tools
  • Should be familiar with pc, mac hardware and other standard software
  • Excellent customer service skills
  • The candidate must be able to Communicate Effectively to help customers fix their issues
  • Provide an elating experience to the customer
  • Should be able to write, edit and form various training modules
  • A proven experience in similar profile and handling Helpdesk Ticketing System is an added advantage

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