Help Desk Engineer

Role: Helpdesk Executive Location: Gurugram Mode: Work from office / Rotational shift /24*7 3 - 3.7LPA Max Budget The Service Desk Executive acts as the Single Point of Contact (SPOC) for end users, handling service requests, queries, and incident-related communication. This role emphasizes effective coordination, accurate documentation, customer-centric communication, and adherence to ITIL-based service management processes to ensure consistent service delivery and high customer satisfaction, with a strong focus on First Call Resolution (FCR). Key Responsibilities Service Desk Operations - Serve as the first point of contact for users via phone, email, chat, or service management tools - Achieve and continuously improve First Call Resolution (FCR) by resolving user requests and incidents at the initial point of contact whenever possible - Log, categorize, prioritize, and track service requests and incidents accurately - Perform initial diagnostics and troubleshooting to enable quick resolution - Ensure timely and correct routing of tickets to the appropriate resolver groups when first-call resolution is not possible - Minimize misrouting and unnecessary reassignments - Ensure compliance with defined Service Level Agreements (SLAs) Incident & Request Management - Follow Incident Management and Request Fulfilment processes in line with ITIL best practices - Monitor ticket progress and provide regular status updates to users - Perform diligent follow-ups until ticket closure - Escalate incidents that are at risk of SLA breach - Support Major Incident Management including user notifications, progress updates, and final resolution communication Coordination & Communication - Collaborate effectively with internal technical teams and vendors for issue resolution - Maintain strong working relationships with business users and IT stakeholders - Support user onboarding and offboarding activities Documentation & Knowledge Management - Maintain accurate, complete, and audit-ready documentation within the ITSM tool - Update and contribute to the knowledge base to improve First Call Resolution rates - Create and maintain SOPs and FAQs reflecting current operational practices Required Skills & Competencies - Strong verbal and written communication skills - Customer-centric mindset with a strong focus on First Call Resolution - Strong coordination, problem-solving, follow-up, and documentation skills - Ability to multitask and prioritize effectively in a fast-paced environment - Proficiency in MS Outlook, Excel, Word, and Microsoft Teams - Familiarity with BMC Helix or similar ITSM/ticketing tools (preferred) - Willingness to work in rotational shifts Key Attributes - Customer-focused and process-driven - Calm, professional, and solution-oriented under pressure - Strong ownership, accountability, and follow-through skills - Team player with a positive and proactive attitude - Willingness to learn, adapt, and continuously improve service quality It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.