The Helpdesk Executive is responsible for effectively managing client expectations, setting the organizational standard, serving as a communication channel between customers and concerned O&M Team. /departments.

Functional 

• To operate assigned system work, monitor system and network devices, perform daily system activities.

• Ticket Management using Ticket/Remedy Portal, coordinate with concerned teams, contractors for resolution and status update, achieve Project Service Level Agreements.

• Monitor and review the System Monitoring tools/dashboards and correct errors or inconsistencies.

• To work with the vendors for daily system checking and implementation

• Direct unresolved issues to the next level of support personnel

• To generate and export data reports, spreadsheets, and documents as needed

• To notify supervisor of system status, applications processing status and of any equipment requiring maintenance

• To write and report the daily task to management team

• To get trained by vendors to take over the relevant operation knowledge, and take over the key task from vendors

• Identifies operational problems by observing and studying the functioning and performance of systems.

• Provides operational management information by collecting, analyzing, and summarizing operating and engineering trends.

• Anticipates operational problems by studying operating targets, modes of operation, and unit limitations.

• Updates job knowledge by participating in educational opportunities, reading publications, and participating in professional organizations.

• Record events and problems and their resolution in logs

• Identify and suggest possible improvements on procedures

• Follow standard help desk procedures

• Log all help desk interactions

• Administer help desk software

• Follow up with customers and users to ensure complete resolution of issues

• Redirect problems to correct resource

• Identify and escalate situations requiring urgent attention

• Inform management of recurring problems

• Help update training manuals for new and revised software and hardware

• Train computer users as necessary 

Qualifications

To qualify, you must have 

• 3 years of experiences in engineering/computer operation, Technical Support, Helpdesk and IT area.

• A bachelor’s degree in engineering or a related field

• Proven experience as a help desk technician or other customer support role

Ideally, you’ll also need  

• Familiarity with common Ticket management/Remedy portals, operating systems and network monitoring programs

• Excellent English communication skills, including speaking, writing and active listening

• Good collaboration and teamwork skills with internal management team

• Timely response and communication with management team for any immediate problems or errors

• Active attitude toward new programs and systems

• Strong understanding of operations, services, and applications

• Excellent engineering and manufacturing control

• Good analytical and problem-solving skills

• Tech savvy with working knowledge of office automation products, databases and remote control

• Good understanding of computer systems, mobile devices and other tech products

• Ability to diagnose and resolve basic technical issues

• Excellent communication skills

• Customer-oriented and cool-tempered

• Working knowledge of fundamental operations of relevant software, hardware and other equipment

• Experience researching, analysing and interpreting automated system problems

• Related experience and training in troubleshooting and providing help desk support

• Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution

• The ability to work well in a team