IT Support Executive

Overview

IT Support Executive – Helpdesk & Systems

Experience: Freshers- 3 Years

Location: Bangalore, KA (Work from Office)

Department: IT / Technology

Reports To: IT Manager / Head – IT

Role Overview

The IT Support Executive will manage and resolve technology-related issues raised through the Keka Helpdesk and other internal tools. The role ensures employees have smooth access to systems, accounts and infrastructure needed for their work.

Key Responsibilities

Helpdesk Operations

• Monitor tickets raised under IT / Technical Support categories in the Keka Helpdesk.
• Provide first-level troubleshooting for issues related to:
• Email & collaboration tools
• Laptops/desktops, peripherals and network access
• VPN, SSO, and access management
• Business applications used within Hithonix
• Use canned responses for standard IT issues and keep employees updated on progress.
• Correctly tag tickets with priority, category, and closing reasons to support analysis.
• Escalate complex issues to L2/L3 support or vendors and track them to closure.
  
  

• Assist with user onboarding & offboarding (account creation/closure, access rights, distribution lists, etc.).
• Maintain access controls aligned with security policies and role-based permissions (including Helpdesk visibility in Keka).
  
  

• Coordinate with HR/People Ops to keep the Helpdesk configuration (categories, routing, business hours) aligned with IT support workflows.
• Participate in periodic maintenance activities, updates and rollouts of internal tools.
  
  

• Document common issues and their resolutions; help build an internal IT knowledge base and FAQs that can be linked from the Helpdesk.
• Provide input for employee-facing guides (PDFs, how-to articles, screenshots) for using Keka Helpdesk and other IT tools.
  
  

• Track key metrics: ticket volume, resolution time, repeated issues, system downtime.
• Recommend improvements in infrastructure, processes and employee self-service based on ticket trends.
  
  

• Diploma/Bachelor’s degree in Computer Science, IT, or related field.
• 1–3 years of experience in IT support / Service Desk / Technical Helpdesk.
• Working knowledge of Windows/macOS, basic networking, productivity tools (Google Workspace / Microsoft 365), and endpoint security.
• Experience with ticketing tools or HRMS/Helpdesk platforms (Keka, Freshdesk, Jira, etc.) preferred.
• Strong problem-solving skills and ability to explain technical topics in simple language.
• Customer-centric attitude, patience, and ownership mindset.