Job Description – eOffice Helpdesk Executive

Company: NICSI (National Informatics Centre Services Incorporated)
Location: Hyderabad
Experience: Minimum 1 Year
Employment Type: Full-Time
Project: eOffice Implementation & Support

Job Summary

NICSI is seeking a proactive and customer-focused eOffice Helpdesk Executive to support the implementation, adoption, and smooth functioning of the eOffice system. The candidate will be responsible for assisting users, providing helpdesk support, conducting training sessions, monitoring system adoption, and maintaining implementation reports.

Key Responsibilities

A. User Support & Helpdesk Management

• Serve as the first point of contact for users regarding eOffice-related issues and queries.
• Receive, log, track, and resolve user complaints and support requests.
• Provide guidance and troubleshooting support to users for effective utilization of eOffice modules.
• Escalate unresolved technical or functional issues to the Project Manager or relevant technical teams.
• Maintain records of support tickets, issue status, and resolutions.

B. Training & User Adoption

• Conduct user awareness and training sessions on eOffice functionalities and processes.
• Assist departments and end users during onboarding and implementation activities.
• Prepare user guides, training materials, FAQs, and knowledge documents.
• Monitor user adoption and encourage effective utilization of the eOffice platform.

C. Reporting & Documentation

• Prepare and submit daily progress reports to the Project Manager, including:
  • Number of users onboarded.
  • Number of training sessions conducted.
  • Number of users trained.
  • Number of electronic files and receipts created.
  • Overall implementation progress and status updates.
• Maintain accurate records and documentation related to project activities and user engagement.

D. Query Management & Coordination

• Compile and track user queries received through various channels.
• Provide timely responses and resolutions to user concerns.
• Coordinate with stakeholders and technical teams for issue resolution.
• Escalate critical or unresolved queries to the Project Manager for prompt action.

Required Qualifications

• Graduate in any discipline from a recognized university.
• Minimum 1 year of experience in Helpdesk Support, IT Support, e-Governance Projects, MIS Support, or User Support roles.
• Experience in handling user queries, ticket management, and training coordination will be preferred.

Required Skills

• Strong communication and interpersonal skills.
• Good understanding of computer applications and office productivity tools.
• Ability to conduct user training and awareness sessions.
• Strong documentation and reporting skills.
• Problem-solving and customer service orientation.
• Ability to work effectively with multiple stakeholders.

Preferred Skills

• Experience in eOffice, e-Governance, Digital Transformation, or Government IT Projects.
• Knowledge of document management systems and workflow applications.
• Familiarity with helpdesk tools and ticketing systems.

Key Competencies

• User Support & Helpdesk Management
• Training & Change Management
• Documentation & Reporting
• Stakeholder Coordination
• Communication & Presentation Skills
• Issue Tracking & Resolution