IT Customer Support Executive

We are looking for a proactive and customer-focused IT Support Executive to join our helpdesk team in Vadodara. The ideal candidate will handle inbound and outbound calls log and track IT support tickets and ensure timely resolution by coordinating with assigned technicians. This role demands strong communication skills across English Hindi and Gujarati along with proficiency in ManageEngine and Microsoft Excel.

Call Handling

Handle inbound support calls from end-users and log issues accurately

Make outbound calls for follow-ups updates and feedback collection

Maintain a professional empathetic and solution-oriented tone on all calls

Ticket Management

Log categorize and prioritize IT support tickets for hardware software and application issues

Assign tickets to the appropriate technicians and ensure SLA adherence

Track open tickets and conduct regular follow-ups with assigned technicians for timely updates

Escalate unresolved or aged tickets to the appropriate teams or management

Close resolved tickets after user confirmation and document resolution notes

Coordination & Communication

Serve as the primary point of contact between end-users and the IT support team

Communicate ticket status updates to users proactively in their preferred language

Maintain a positive customer experience throughout the support lifecycle

Reporting & Documentation

Prepare daily weekly and monthly reports on ticket volumes resolution times and SLA metrics

Create and maintain Excel-based dashboards and trackers for helpdesk performance data

Build presentations summarizing support trends and key metrics for management reviews

Maintain accurate records in ManageEngine and ensure data integrity at all times

Requirements

Technical Skills

Hands-on experience with ManageEngine ServiceDesk Plus or similar ITSM ticketing tools

Good understanding of common hardware software and application issues

Proficiency in Microsoft Excel VLOOKUP pivot tables charts conditional formatting

Ability to create professional reports and presentations using Excel and PowerPoint

Communication Skills

Excellent verbal and written communication in English Hindi and Gujarati (all three mandatory)

Active listening skills with ability to understand and articulate technical issues clearly

Professional email drafting and documentation skills

Soft Skills

Strong follow-up discipline and attention to detail

Ability to multitask and manage high call/ticket volumes in a fast-paced environment

Team player with a customer-first mindset

Comfortable working in 247 rotational shifts including night shifts and weekends

1 2 years of experience in IT helpdesk customer support or a related field

Graduate in any discipline (. IT / BCA / B.E. in IT or Computer Science preferred)

ITIL Foundation certification is a plus

Benefits