IT Help Desk Executive

We are seeking a proactive and customer-centric IT Customer Support Executive to manage IT-related customer queries using CRM platforms. The role focuses on handling support tickets, maintaining customer interaction records, ensuring timely issue resolution, and delivering a high-quality support experience through effective use of CRM tools.

Key Responsibilities

• Manage and respond to IT support requests through CRM and ticketing systems
• Log, track, and update all customer interactions, incidents, and service requests in the CRM tool
• Provide first-level technical support for hardware, software, system access, and application-related issues
• Ensure timely follow-ups and resolution of tickets in line with defined SLAs
• Coordinate with internal IT, development, and infrastructure teams for issue escalation and resolution
• Maintain accurate customer profiles, support history, and case documentation in CRM
• Communicate clearly with customers regarding issue status, resolution timelines, and next steps
• Identify recurring issues and update knowledge base or FAQs within the CRM system
• Monitor customer satisfaction metrics and work towards improving service quality
• Ensure compliance with data security, confidentiality, and company policies
• Support CRM data accuracy, reporting, and dashboard updates as required
• Client handling
• Ticket creation and management
• Email communication
• Asset inward and outward process
• Delivery Challan (DC) writing
• Ticket closing procedure
• Coordination with internal teams

The new joinee has been given practical exposure to the above activities and has been guided through the standard operational procedures to ensure smooth handling of day-to-day service desk responsibilities.

1. End to end Ticket management 
2. End to end inward and outward Management ( service tickets related Only) 
3. Internal/ Cross Team Co Ordination Scope of work.

• Warranty policy and cases not covered under warranty:
• Physical damage
• Water/liquid damage
• Electrical damage
• Coordination with internal teams (Procurement, Store, Finance, Accounts,orders team and Dispatch teams)
• Asset inward and outward procedures
• Tracker maintenance and regular updates
• Daily reporting format
• Monthly reporting process
• Scheduling and coordinating weekly meetings with engineers

This KT session will help the new team member become familiar with our standard operating procedures and enable them to handle day-to-day responsibilities efficiently.