Helpdesk Support

Key Responsibilities

User Support & Issue Resolution

• Respond to user inquiries via ticketing system, email, chat, or calls
• Diagnose and resolve basic technical, system, or usage issues
• Guide users on proper system navigation and best practices
• Escalate complex issues to Tier 2 / Technical Team with complete documentation

Ticket & Incident Management

• Log, track, and update support tickets accurately
• Ensure adherence to response and resolution time targets (SLAs)
• Follow up with users until issues are fully resolved

Knowledge Base & Documentation

• Maintain and update FAQs, user guides, and troubleshooting steps
• Identify recurring issues and propose process or system improvements

Customer Experience & Quality Assurance

• Maintain professional, courteous, and empathetic communication
• Gather user feedback and flag system usability con...