Help Desk Engineer
- IGT Solutions
- 2 - 5 years
- Noida, Gurugram
- 1 day ago
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Job Description
Role: Helpdesk Executive
Location: Gurugram
Mode: Work from office
6 Days working
The Service Desk Executive acts as the Single Point of Contact (SPOC) for end users, handling service requests, queries, and incident-related communication. This role emphasizes effective coordination, accurate documentation, customer-centric communication, and adherence to ITIL-based service management processes to ensure consistent service delivery and high customer satisfaction, with a strong focus on First Call Resolution (FCR).
Key Responsibilities
Service Desk Operations
- Serve as the first point of contact for users via phone, email, chat, or service management tools
- Achieve and continuously improve First Call Resolution (FCR) by resolving user requests and incidents at the initial point of contact whenever possible
- Log, categorize, prioritize, and track service requests and incidents accurately
- Perform initial diagnostics and troubleshooting to enable quick resolution
- Ensure timely and correct routing of tickets to the appropriate resolver groups when first-call resolution is not possible
- Minimize misrouting and unnecessary reassignments
- Ensure compliance with defined Service Level Agreements (SLAs)
Incident & Request Management
- Follow Incident Management and Request Fulfilment processes in line with ITIL best practices
- Monitor ticket progress and provide regular status updates to users
- Perform diligent follow-ups until ticket closure
- Escalate incidents that are at risk of SLA breach
- Support Major Incident Management including user notifications, progress updates, and final resolution communication
Coordination & Communication
- Collaborate effectively with internal technical teams and vendors for issue resolution
- Maintain strong working relationships with business users and IT stakeholders
- Support user onboarding and offboarding activities
Documentation & Knowledge Management
- Maintain accurate, complete, and audit-ready documentation within the ITSM tool
- Update and contribute to the knowledge base to improve First Call Resolution rates
- Create and maintain SOPs and FAQs reflecting current operational practices
Required Skills & Competencies
- Strong verbal and written communication skills
- Customer-centric mindset with a strong focus on First Call Resolution
- Strong coordination, problem-solving, follow-up, and documentation skills
- Ability to multitask and prioritize effectively in a fast-paced environment
- Proficiency in MS Outlook, Excel, Word, and Microsoft Teams
- Familiarity with BMC Helix or similar ITSM/ticketing tools (preferred)
- Willingness to work in rotational shifts
Key Attributes
- Customer-focused and process-driven
- Calm, professional, and solution-oriented under pressure
- Strong ownership, accountability, and follow-through skills
- Team player with a positive and proactive attitude
- Willingness to learn, adapt, and continuously improve service quality
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: IGT SolutionsLocation(s): Noida, Gurugram
Keyskills: IT Helpdesk Helpdesk IT Service Desk Technical Helpdesk Service Desk
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