Help Desk Executive

About Us:

Kran Consulting Pvt Ltd, with Headquarters in Thiruvananthapuram, Kerala, is an innovative IT consulting company with almost 3 decades of industry presence with a primary focus on Public Administration. We have established ourselves as an organization delivering mission critical projects to Government Clients across the country. We confirm to Global Quality Standards including CMMI DEV/5, ISO 9001:2013, ISO 20000 and ISO 27001. Currently we are working on Government Projects in multiple states in the Country.

Job Description:

We are seeking a proactive and customer-focused Helpdesk Executive professional to serve as the first point of contact for customers seeking assistance. In this role, you will handle customer inquiries across multiple communication channels, clearly understand and record their concerns, and pass them on to the concerned team for further action. The ideal candidate should have strong communication skills and a commitment to providing a positive customer experience, service-minded, detail-oriented, organized, and comfortable working in a multicultural, multilingual environment.

Responsibilities:

• Serve as the first point of contact for users connecting to the helpdesk via phone, email, portal, WhatsApp, or in person.

• Receive and respond to calls, emails, online requests, WhatsApp messages, and other communication channels.

• Maintain a thorough understanding of helpdesk processes and resolution procedures.

• Ensure proper logging, categorization, and routing of complaints and service requests.

• Monitor grievance/crisis ticket volumes, queues, and related timelines.

• Handle high-priority cases/incidents and escalate for immediate action.

• Maintain an in-depth understanding of the software and equipment used by customers/organization.

• Ensure all calls are properly documented and logged.

• Maintain positive relationships with internal teams and client-side stakeholders.

• Ensure relevant documents, manuals, and knowledge resources are up to date and readily accessible.