JD for Executive IT Help Desk
- BitByBit Solutions
- 1 Positions
- Mumbai
- 26 days ago
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Job Description
- Partners Technical Issues (Hardware & Software) Support: Monitoring & Resolution: (Weightage: 30%)
- Identifying & resolving technical issues through HK Ticket Management system or through mail or through any other media of communication.
- Maintaining the given Turn Around Time (TAT) for resolution of identified issues.
- Coordinating with Hardware suppliers in case the hardware is supplied by the company.
- Preparing training modules and providing/monitoring the training to the SCOs and the regional technical team including SAs.
- Keeping a track of every issue since start till closer of the same.
- Company Software: Development & Maintenance (Weightage: 20%)
- Identifying & negotiating with the software development agencies as per the requirements.
- Identifying and discussing with seniors the requirements of software development for company softwares modules/functions through the field team, self-research, etc.
- Sharing the requirements to the authorized software development agency/agencies and completing the same within the timeline given by management.
- Maintaining the company software and carrying out preventive maintenance from time to time.
- Responsible for the oversight of all operations that involves the company software development and maintenance.
- Liaisoning with Service Suppliers IT Team (Weightage: 20%)
- To be a part of all of the operational meetings and co-ordination with all service suppliers for software integration requirements.
- Co-ordinating with the authorized SPOC of the service supplier company.
- Following all the steps for testing and release of any newly integrated service with the service supplier company.
- Escalating to higher levels as and when required while coordinating with the service supplier company.
- Maintaining good relationship with service supplier company representatives.
- Employee Hardware & Software Fulfillment: Internal IT Administration (Weightage: 15%)
- Arranging all IT related hardware and software requirements of a newly appointed employee after receiving the details from the HR department.
- Creating mail IDs and other such formalities in coordination with HR.
- Configuration of software and hardware of the employees as per the company policies accordingly.
- Ensuring smooth work of employees by providing immediate solutions to all IT related issues raised by them.
- Installing and maintaining Anti-Virus software, etc. in the system of each employee for data security.
- Researching on the new and cost-effective measures for data safety.
- Ensuring that the backup of official data of every employees system is done at least once in a month.
- Ensuring the resolutions to employees IT issues on the basis of the existing SOPs only.
- Policy & SOP: Implementation (Weightage: 10%)
- Comply with the policies and the SOPs of the project and the company as and when issued.
- Apart from the project and company policies and SOPs, comply with the guidelines and instructions from the concern governmental / non-governmental agencies related with our projects/businesses.
- Helping draft the SOPs for processes / procedures to the regional and central teams.
- Ensuring that the policies / SOPs are implemented as-it-is.
- In case of any suggestions about a policy/SOP, coordinate with the seniors at the regional and/or central offices in writing.
- Train the partners of the allotted cluster(s) about the company SOPs and the guidelines from the concern governmental / non-governmental agencies
- Reporting & Escalation: (Weightage: 5%)
- Reporting to and keeping in loop the immediate senior for all aspects of the work regularly.
- Making sure to escalate directly to the higher authorities / management for any rare aberration/anomaly in the operations of the project/business to get quick attention.
- Responding to any call, message, email, etc within time so that there is no loss direct / indirect to the project/business handled by you.
- Maintaining a cordial relationship with sub-ordinates and seniors to ensure a higher level of efficiency of the team working with you.
- Daily reporting to seniors through SMS, E-Mails, and Phone with the help of reporting format shared time to time.
- Very Good Communication
- Hand on experience of database implementation, installation & upgradation of software, troubleshooting, security installation, etc.
- Good negotiation skills with the vendors and related parties.
- Being tactful to resolve issues faced in alternate ways.
- Being a team player and providing timely support.
- Any Graduate
- Minimum 2 years relevant experience into the same industry.
Key Result Areas (KRAs) and Key performance Indicators (KPIs):
B: Key Skills:
C: Qualification:
D: Experience:
Employement Category:
Employement Type: Full timeIndustry: BFSI
Role Category: Technical Support / Helpdesk
Functional Area: Not Specified
Role/Responsibilies: JD for Executive IT Help Desk
Contact Details:
Company: Bitbybit SolutionsLocation(s): Mumbai
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Keyskills: technical support software software development
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