Help Desk Executive

About the role

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

Key responsibilities

• Perform remote diagnostics and ask pertinent questions to identify issues.
• Determine and implement the best solution based on user information.
• Guide users through the resolution process and escalate unresolved cases.
• Record events, problems, and resolutions in logs.
• Follow up with users to update status and information.
• Install and configure hardware, software, networks, printers, and scanners.
• Monitor TV and NVR systems.
• Use the ticketing system to meet SLA targets.
• Provide remote support for all branches.

Required profile

• Bachelor’s degree in Computer Science, IT, or a related field.
• 1‑3 years of relevant experience; real‑estate experience is a plus.
• Certifications such as MCSE or CCNA are mandatory.
• Ability to relocate between branches if needed.

Required skills

• Help desk software and remote‑access tools.
• Microsoft Windows Server and Active Directory.
• Networking protocols: TCP/IP, DNS, DHCP, VPN.
• Virtualization technologies: VMware, Hyper‑V.
• Relevant certifications: MCSE, CCNA.