Job Title

JD : Helpdesk ExecutiveExp : 2+ yearsContract : 1+ yrsLocation: Bengaluru, India Job Description:Aria Holding is a large multinational company operating across multiple industries with a global footprint. The HelpdeskExecutive is responsible for providing technical support, troubleshooting, and resolving IT-related issues for all our internalusers. This role involves diagnosing hardware and software problems, managing system configurations, and maintaining theoverall health of the IT infrastructure. The ideal candidate will be a problem-solver with strong communication skills, capable ofworking in a fast-paced environment.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 5. 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