Executive - IT Helpdesk

Iris Software Technologies; Navi Mumbai; On-site; INR 300,000 - 520,000; Full time

Job summary

IRIS RegTech Solutions Limited is seeking a Laptop & Helpdesk Executive to provide frontline IT support, manage laptop hardware lifecycle, and ensure smooth IT operations for staff.

You will handle tickets, hardware diagnostics, software provisioning, and coordinate with vendors for repairs and onboarding/offboarding processes.

Qualifications

• Graduate or diploma in IT or related field with hands-on IT helpdesk exposure.
• Experience in desktop support, hardware troubleshooting, and ticketing workflows.
• Familiarity with AD/O365, VPN, antivirus, and basic networking concepts.

Responsibilities

• Respond to and resolve IT support tickets within defined SLA timelines.
• Provide remote and on-site IT support to employees (Windows/macOS).
• Manage laptop/desktop issuance, asset lifecycle, and onboarding/offboarding needs.
• Install OS updates, drivers, software images, and licensed applications.
• Maintain SOPs, ticket records, and assist IT audits and asset verification.

Skills

Windows OS knowledge

MS Office

Hardware troubleshooting

AD / O365 admin

VPN clients

Networking basics

Ticketing tools

Education

Graduate/Diploma in IT or related (BCA/B.Tech/B.Sc IT preferred)

Tools

ServiceNow

Freshservice

Zoho Desk

Job description

IRIS RegTech Solutions Limited (formerly IRIS Business Services Limited) is India’s only listed RegTech SaaS provider, pioneering technology-driven regulatory and supervisory compliance solutions worldwide. Headquartered in Mumbai with subsidiaries across the U.S., Singapore, Malaysia, and Italy, IRIS serves over 30 regulators and 6,500 enterprises in 55 countries. The company is an active member of XBRL jurisdictions, including XBRL International, XBRL India, XBRL Europe, XBRL South Africa, and XBRL US. Recognized globally for its award-winning SupTech, RegTech, and DataTech platforms - including IRIS iFile, IRIS iDEAL®, IRIS CARBON® and IRIS MSME - IRIS helps banking and financial sector regulators digitize supervision and enterprises and achieve seamless financial and ESG reporting.

IRIS’ products are XII certified, ISO 27001:13 and SSAE 18 (SOC 1 Type 2) certified, ensuring industry leading security and reliability. Combined with deep expertise in XBRL, AI and ML, IRIS delivers robust, high-quality regulatory data infrastructure that enhances transparency, strengthens governance, and supports sustainable growth across the financial ecosystem.

Job Summary:

The Laptop & Helpdesk Executive is responsible for providing first-line and second-line IT support to end users, managing laptop/desktop hardware lifecycle (issuance, repair, maintenance), and ensuring smooth day-to-day IT operations across the organization. This role acts as the primary point of contact for all employee IT-related issues, including hardware, software, network connectivity, and access-related requests.

Key Responsibilities:

Helpdesk Support

• Respond to and resolve IT support tickets/calls within defined SLA timelines
• Troubleshoot hardware, software, OS, and application issues for end users (Windows/macOS)
• Provide remote and on-site technical support to employees, including WFH users
• Log, track, and elevate unresolved issues to relevant teams (network, security, application support)
• Maintain accurate records of all support requests in the ticketing system (e.g., ServiceNow, Freshservice, Jira)

Laptop / Hardware Management

• Handle laptop/desktop issuance, configuration, and asset tagging for new joiners
• Perform hardware diagnostics, repairs, and coordinate with OEM/vendor for warranty claims
• Maintain laptop inventory, AMC (Annual Maintenance Contract) tracking, and asset lifecycle records
• Manage laptop retrieval, data wiping, and re-issuance for exiting employees
• Install, configure, and update operating systems, drivers, and standard software images

Software & Access Management

• Install and configure licensed software (MS Office, Adobe, antivirus, VPN clients, etc.)
• Manage user accounts, email setup, and access provisioning/de-provisioning (Active Directory, O365)
• Ensure all systems have updated antivirus, patches, and security compliance tools
• Support VPN setup and troubleshooting for remote/WFH employees

Documentation & Compliance

• Maintain SOPs, knowledge base articles, and FAQs for common IT issues
• Ensure compliance with IT security policies (data protection, software licensing, asset usage)
• Prepare periodic reports on ticket volume, resolution time, and recurring issues
• Assist in IT audits and asset verification exercises

Coordination

• Coordinate with vendors for hardware/software procurement and repairs
• Liaise with HR for onboarding/offboarding IT requirements
• Support IT Team Lead in rolling out new tools, policies, or system upgrades

Required Skills & Qualifications:

Education:

• Graduate/Diploma in IT, Computer Science, or related field (BCA/B.Tech/B.Sc IT preferred)

Experience:

• 2-3 years of experience in IT helpdesk, desktop support, or hardware support role

Technical Skills:

• Strong knowledge of Windows OS (and basic macOS), MS Office suite
• Hands-on experience with laptop/desktop hardware troubleshooting (motherboard, RAM, HDD/SSD, peripherals)
• Familiarity with Active Directory, O365 admin, VPN clients, antivirus tools
• Basic networking knowledge (LAN, Wi-Fi, IP configuration, printer setup)
• Experience with ticketing tools (Faveo, ServiceNow, Freshservice, Zoho Desk, or similar)

Soft Skills:

• Strong communication and customer service orientation
• Good problem-solving and multitasking ability
• Ability to work under pressure and manage multiple tickets/priorities
• Willingness to travel between office locations, if required