Technology Support Executive (IT Helpdesk)

About the role

The Technology Support Executive will manage the centralized IT helpdesk for Air India SATS, providing Level 1 remote support and coordinating technical activities across multiple stations. The role ensures tickets are logged, tracked and resolved in line with service level agreements.

Key responsibilities

• Operate the central IT helpdesk and act as the first point of contact for all support requests.
• Log, categorize, prioritize and monitor tickets received via phone, email, chat or ticketing system.
• Provide first‑level remote troubleshooting for desktops, laptops, printers, Microsoft 365, connectivity and standard enterprise applications.
• Escalate complex issues to station SPOCs, infrastructure, application or security teams.
• Assign tickets to appropriate station‑wise technical SPOCs based on location, priority and issue type.
• Follow up with stations, users and vendors to ensure timely resolution and proper ticket closure.
• Maintain dashboards, track purchase requisitions and coordinate invoice processing.

Required profile

• Proven experience in managing a centralized IT helpdesk environment.
• Ability to deliver first‑level remote technical support for common end‑user issues.
• Familiarity with ticketing systems, SLA monitoring and escalation procedures.

Required skills

• Desktop and laptop troubleshooting.
• Printer support.
• Microsoft 365 administration and troubleshooting.
• Remote support tools (e.g., remote desktop, screen sharing).
• Ticketing system management and SLA tracking.