Help Desk Executive

About the role

The Help Desk Executive is the first point of contact for users requiring technical assistance via phone or email. You will provide remote troubleshooting, guide users through problem‑solving steps, and ensure issues are resolved or escalated appropriately.

Key responsibilities

• Perform remote diagnostics and ask pertinent questions to identify user issues.
• Determine and communicate the best solution based on the information gathered.
• Guide users through the resolution process and document each step.
• Escalate unresolved tickets to higher‑level support personnel.
• Record incidents, resolutions, and follow‑up actions in the ticketing system.
• Install and configure hardware, software, printers, scanners, and network devices.
• Monitor TV and NVR systems as required.
• Adhere to service level agreements (SLAs) while supporting all branches remotely.

Required profile

• Bachelor’s degree in Computer Science, Information Technology or a related field.
• 1‑3 years of IT help‑desk experience; experience in real‑estate sector is a plus.
• Relevant certifications such as MCSE or CCNA.

Required skills

• Proficiency with help‑desk software and remote‑access tools.
• Experience with Microsoft Windows Server and Active Directory.
• Knowledge of networking protocols: TCP/IP, DNS, DHCP, VPN.
• Familiarity with virtualization platforms like VMware and Hyper‑V.
• Ability to install and configure computer hardware, software, printers and scanners.