Helpdesk Executive
JLL · Amravati, India · 1d ago
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Job Description: Centralized Helpdesk Executive
Position Overview
The Centralized Helpdesk Executive serves as the first point of contact for all internal technical and operational support requests, ensuring timely resolution and excellent customer service.
Key Responsibilities
Incident Management
- Receive, log, and categorize all incoming support requests via phone, email, and ticketing system
- Provide first-level troubleshooting and technical support for hardware, software, and network issues
- Escalate complex issues to appropriate technical teams with complete documentation
Service Request Handling
- Process service requests including access provisioning, password resets, and system configurations
- Track and monitor ticket status from creation to closure
- Ensure adherence to defined SLAs and response times
Communication & Coordination
- Maintain clear communication with users regarding ticket status and resolution timelines
- Coordinate with IT teams, vendors, and other departments for issue resolution
- Provide regular updates to stakeholders on open tickets
Documentation & Reporting
- Maintain accurate records of all incidents and resolutions in the ticketing system
- Create and update knowledge base articles for common issues
- Generate daily/weekly reports on helpdesk metrics and performance
Customer Service
- Deliver professional and courteous support to all users
- Ensure high levels of customer satisfaction
- Gather user feedback to improve service quality
Required Qualifications
Education
- Bachelor's degree in Computer Science, IT, or related field
- Relevant certifications (ITIL Foundation, CompTIA A+) are advantageous
Experience
- 1-3 years of experience in helpdesk or technical support role
- Experience with ticketing systems (ServiceNow, Jira Service Desk, or similar)
Technical Skills
- Strong understanding of Windows/Mac operating systems
- Knowledge of Microsoft Office 365, Active Directory, and basic networking
- Familiarity with remote support tools
Soft Skills
- Excellent communication and interpersonal skills
- Strong problem-solving abilities
- Ability to work under pressure and manage multiple priorities
- Customer-focused approach with patience and empathy
Working Conditions
- Shift-based work (may include rotational shifts)
- Office-based with potential for hybrid arrangements
- Fast-paced environment requiring multitasking
Location:
On-site –Amravati,MHScheduled Weekly Hours:
48If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!
At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.
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