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 24×7 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 (B.Sc. IT / BCA / B.E. in IT
or Computer Science preferred)

•      ITIL Foundation certification is a plus

Benefits