Helpdesk Executive

Overview

Helpdesk Executive responsible for managing helpdesk tickets and coordinating resolution progress, reporting, documentation, and team support.

What you'll do

• Monitor the ticketing portal and assign tickets based on expertise and workload.
• Categorize tickets correctly and update ticket details when needed.
• Follow up on request progress by coordinating with assignees and monitoring response time and GCal invites.
• Track ticket progress and prevent SLA breaches; set and manage milestones for timely resolution.
• Generate Tableau reports on ticket volumes and status (received, actioned, pending, cancelled, closed) and analyze performance and location trends.
• Maintain documentation in Quip and organize ticket data in Google Sheets.

What you'll need

• Any degree.
• 2+ years of experience.
• Ticketing tool experience.
• Communication skills for stakeholder updates.
• Ability to train new hires on ticketing process and best practices.
• Experience auditing sessions to improve efficiency and adherence.

Details

• Work location: Bangalore, Mahadevpura (on-site).
• Shift timings: rotational shift.
• Work schedule: 6 days per week; 48 scheduled weekly hours.
• Reception desk management in GSA absence, including visitor management and administrative support.
• Work includes ad-hoc tasks assigned by the manager and support for special projects/process improvements.