Help Desk Executive

Job Description

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 areapplied.
• Identify and resolve technical issues related to operating systems, software applications, networks, printers, and otherhardware components.
• Set up new workstations, laptops, printers, and other devices, including configuring system settings and installingnecessary 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
• 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 03. 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 incidents4. Help Desk Productivity
• KPI: Number of tickets resolved per Executive per month 100
• KPI: Percentage of unresolved tickets careers@ariaholding.com www.ariaholding.com5. 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:
• Bachelor’s 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 supporto Microsoft 365 administration basicso Active Directory / Entra ID user administrationo Helpdesk ITSM tools (Freshservice preferred)o Remote support tools
• Good understanding of:o Endpoint troubleshootingo Network basics (LAN/Wi-Fi/VPN)o Printer peripheral supporto Software installation configuration
• Exposure to:o ITIL service management practiceso IT asset managemento 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