IT Customer Support Executive

Role Summary

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.

Key Responsibilities

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

Required Skills & Qualifications

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

Experience & Education

•      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

Work Schedule	Rotational Shifts — 24 hours a day, 7 days a week (including weekends & holidays)
Work Location	On-site — Vadodara, Gujarat
Languages Required	English

Benefits

Share Resume on mycareer@rigelnetworks.com 
As this is an urgent need we will be closing this quickly.