Help Desk Executive

JD : Helpdesk Executive

Exp : 2+ years

Contract : 1+ yrs

Location: Bengaluru, India

Job Description:

Aria Holding is a large multinational company operating across multiple industries with a global footprint. The Helpdesk

Executive is responsible for providing technical support, troubleshooting, and resolving IT-related issues for all our internal

users. This role involves diagnosing hardware and software problems, managing system configurations, and maintaining the

overall health of the IT infrastructure. The ideal candidate will be a problem-solver with strong communication skills, capable of

working in a fast-paced environment.

Key Responsibilities:

* Provide first- and second-line technical support to users, including diagnosing and resolving hardware, software,

network, and system issues.

* Manage and prioritize IT support tickets, responding promptly to user inquiries via email, phone, or in-person.

* Perform routine checks and updates on systems, ensuring security patches, antivirus, and software updates are

applied.

* Identify and resolve technical issues related to operating systems, software applications, networks, printers, and other

hardware components.

* Set up new workstations, laptops, printers, and other devices, including configuring system settings and installing

necessary software.

* Assist in maintaining network infrastructure, including configuring routers, switches, firewalls, and Wi-Fi systems.

* Create and maintain documentation of IT procedures, user manuals, and troubleshooting guides for common issues.

* Ensure backup systems are operational and data recovery processes are in place and functional.

* Provide training to end-users on software, hardware, and IT policies to help them utilize the systems effectively.

* Track IT equipment inventory and manage hardware and software assets.

* Ensure adherence to IT security policies and procedures, including monitoring for security breaches or vulnerabilities.

* Assist in IT-related projects, such as software rollouts, system migrations, and network upgrades.

KRAs and KPIs:

1. IT Support

* KPI: Average time to resolve support tickets < 8 hours per ticket (monthly average)

* KPI: Percentage of tickets resolved within the agreed Service Level Agreement (SLA) timeframe > 95%

* KPI: Customer satisfaction rating collected from feedback surveys after ticket resolution > 95%

* KPI: First Contact Resolution Rate > 80%

2. Asset Management Accuracy

* KPI: Accuracy of asset tracking and inventory records > 98%

* KPI: Asset update completion record > 95% within 3 working days

* KPI: Lost/untracked asset should be 0

3. Security Compliance

* KPI: Percentage of devices with up-to-date antivirus software and security patches > 98%

* KPI: Number of security incidents reported or breaches due to end point non-compliance 0 major incidents

4. Help Desk Productivity

* KPI: Number of tickets resolved per Executive per month > 100

* KPI: Percentage of unresolved tickets < 10%

5. Documentation and Knowledge Base Usage

* KPI: Number of knowledge base articles created or updated > 3 per quarter

* KPI: Percentage of user queries resolved using the knowledge base (indicating documentation effectiveness) > 20%

Qualifications:

* Bachelors degree in Information Technology, Computer Science or related field.

* 2-3 years of experience in IT support or a related role.

* Hands-on experience with:

o Windows & basic Mac OS support

o Microsoft 365 administration basics

o Active Directory / Entra ID user administration

o Helpdesk & ITSM tools (Freshservice preferred)

o Remote support tools

* Good understanding of:

o Endpoint troubleshooting

o Network basics (LAN/Wi-Fi/VPN)

o Printer & peripheral support

o Software installation & configuration

* Exposure to:

o ITIL service management practices

o IT asset management

o Endpoint security practices

* Strong customer service orientation

* Clear verbal and written communication

* Ability to work under ticket pressure

* Ownership mindset and accountability

* Documentation discipline

* Team collaboration skills