Helpdesk Officer

Job Description

Job Summary:
We are seeking an experienced and customer-oriented Helpdesk Officer with 3–5 years of relevant experience to manage incoming queries through calls and emails. The ideal candidate will be responsible for providing timely and effective support, ensuring a smooth and professional customer experience through the helpdesk portal.

Key Responsibilities:
Serve as the first point of contact for customers seeking assistance via phone and email.
Respond to and resolve queries efficiently, ensuring high customer satisfaction.
Log, monitor, and track issues using the helpdesk ticketing system.
Analyze recurring issues and escalate unresolved problems to the appropriate teams.
Communicate solutions clearly and professionally to customers.
Ensure timely follow-ups and closure of all support tickets.
Maintain accurate records of user interactions and technical issues.
Assist in updating helpdesk documentation and FAQs as needed.
Requirements:
Bachelor’s degree in IT, Computer Science, or a related field preferred.
3 to 5 years of experience in a helpdesk or customer support role.
Proficiency in handling email and telephonic communications in a professional manner.
Strong troubleshooting and problem-solving skills.
Experience with helpdesk software or ticketing systems (e.g., ServiceNow, Zendesk, Freshdesk).
Ability to prioritize tasks and manage time effectively under pressure.
Key Skills:
Excellent verbal and written communication
Customer service and relationship management
Technical aptitude and issue resolution
Attention to detail and organizational skills
Team collaboration and time management
Desired Candidate Profile

Indian, Pakistani, Sri Lankan

Any Graduation

Any