Help Desk Executive

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 [Confidential Information] www.ariaholding.com5. 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