IT Help Desk Executive
Tecqnio Global Systems Pvt Ltd
Bengaluru, Karnataka, India · Full Time
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- Experience
- Any
- Salary
- INR 25,000 – INR 32,000 / month
- Openings
- 1
- Posted
- 2 days ago
- Work mode
- In office
- Resume
- Required to apply
Where you'll work
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Job description
Role Overview
We are looking for a proactive IT Customer Support Executive who excels in managing IT-related customer inquiries through CRM platforms. This position is responsible for handling support tickets, updating customer interaction records, ensuring timely resolution of issues, and providing high-quality support leveraging CRM tools effectively.
Key Responsibilities
- Respond promptly to IT support requests via CRM and ticketing systems.
- Accurately log, track, and maintain all customer interactions, incidents, and service requests within the CRM.
- Deliver first-level technical assistance for hardware, software, system access, and application problems.
- Ensure issues are resolved within established Service Level Agreements (SLAs) through timely follow-up.
- Collaborate with internal IT, development, and infrastructure teams for escalations and resolutions.
- Keep customer profiles, support histories, and case documentation updated in the CRM.
- Communicate effectively with customers about issue progress, expected resolution timelines, and next steps.
- Identify recurrent problems and contribute to updating the knowledge base or FAQs in the CRM system.
- Monitor customer satisfaction levels and continuously work to enhance service quality.
- Adhere strictly to company policies on data security and confidentiality.
- Support CRM data accuracy efforts, and assist with reporting and dashboard maintenance as needed.
- Handle client communications and manage email correspondence related to support.
- Oversee asset inward and outward procedures, including writing Delivery Challans (DCs).
- Manage ticket creation, tracking, and closure processes efficiently.
- Coordinate across teams internally for seamless ticket and asset management.
- Manage warranty policy cases, handling exceptions such as physical, liquid, or electrical damage.
- Maintain trackers and provide regular daily and monthly reports.
- Schedule and coordinate weekly meetings with engineering staff.
Additional Information
New employees are given hands-on training and familiarization with standard operating procedures to ensure a smooth transition into daily service desk duties. The knowledge transfer sessions enable understanding of ticket and asset management processes, internal coordination, and customer handling.