Asst. Helpdesk Executive

Job Description

We are looking for a proactive and detail-oriented Assistant Helpdesk Executive to support our IT solutions team. This role will assist in coordinating service tickets, monitoring progress, and ensuring effective communication between clients, engineers, and management. The ideal candidate will help maintain operational efficiency in helpdesk functions, manage data records, and contribute to seamless service delivery. Key Responsibilities: Ticket Support Coordination: Monitor incoming service tickets via the service desk portal. Support ticket assignment to appropriate engineers in coordination with the Helpdesk Executive. Track ticket updates and assist in ensuring closure within defined SLA timelines. Engineer Support Scheduling Assistance: Maintain accurate attendance and leave records of engineers. Arrange alternate engineer assignments to prevent service disruptions. Assist in planning engineer schedules for new service installations and urgent tasks. Service Desk Operations: Update ticket statuses under the supervision of the Helpdesk Executive. Escalate unresolved or delayed tickets. Prepare basic reports on ticket trends and SLA compliance for review. Communication Client Interaction: Respond to simple client inquiries regarding ticket progress. Relay critical updates from engineers to clients or management. Ensure smooth communication between team members to support effective service delivery. Administrative Support: Maintain records of service activities and engineer schedules' Coordinate with HR for attendance and leave data collection. Provide support in compiling data for service performance analysis. Requirements Qualifications: Diploma or Bachelors degree in IT, Business Administration, or a related field. Experience: 0-2years of experience in IT helpdesk, service coordination, or administrative roles. Exposure to service desk or ticketing software is a plus. Skills: Strong attention to detail and organizational skills. Good written and verbal communication abilities. Proficiency in Microsoft Office tools (Excel, Word, Outlook). Willingness to learn IT service management tools and systems. Key Competencies: Eagerness to learn and take initiative. Team player with a cooperative approach. Customer-focused mindset with an emphasis on service quality. Ability to multitask in a fast-paced environment. Preferred Qualifications: Prior internship or training in IT support or helpdesk environments. Experience in the IT services or solutions industry is advantageous.