Helpdesk Administrator – Product Support

Helpdesk Administrator should focus on case intake, triage, assignment, SLA management, monitoring, customer communication, and coordination with Support Engineers and Managers.

The Helpdesk Administrator is responsible for managing the day-to-day operational activities of the Product Support Helpdesk. This role ensures support cases are acknowledged, assigned, monitored, and escalated in accordance with established SLA commitments while maintaining a high standard of customer communication and operational excellence.

• Monitor support channels including email, support portal, and phone queues.
• Create, categorize, prioritize, and assign support cases.
• Ensure all new cases are acknowledged within defined SLA timelines.
• Validate that cases contain sufficient information before assignment.
• Track case progress and ensure timely updates are provided to customers.
• Follow up on aging and stalled cases.

• Monitor First Response SLA and Resolution SLA compliance.
• Escalate at-risk cases to Support Engineers and Management.
• Review case backlog and ensure workload balancing across the team.
• Conduct regular queue health checks and case audits.

• Send acknowledgment emails and case assignment notifications.
• Act as the first point of contact for support-related inquiries.
• Coordinate communication during service-impacting incidents.
• Ensure professional and timely customer updates.

• Identify critical incidents and trigger appropriate escalation processes.
• Coordinate with Product Support, Engineering, Cloud Operations, and Professional Services teams.
• Maintain escalation records and communication history.

• Generate daily, weekly, and monthly support metrics.
• Track trends in volume, SLA performance, backlog, and escalations.
• Maintain operational dashboards and management reports.
• Highlight risks and improvement opportunities.

• Ensure adherence to support processes and policies.
• Maintain support documentation, SOPs, and knowledge articles.
• Participate in continuous process improvement initiatives.

• Experience with Helpdesk/Ticketing systems (Salesforce, ServiceNow, Jira, Zendesk, Freshdesk, etc.).
• Strong customer service and communication skills.
• Understanding of Incident, Problem, and Change Management concepts.
• Ability to prioritize and multitask in a fast-paced environment.
• Strong analytical and reporting capabilities.
• Good understanding of SLA management.

• Bachelor's Degree in Information Technology or related field.
• 2-5 years of Helpdesk Administration or Support Operations experience.
• ITIL Foundation certification preferred.
• Experience supporting enterprise software products.