Helpdesk Support Executive
- Yotta Infrastructure
- 0 - 3 years
- Mumbai
- 19 days ago
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Job Description
Job Scope:
The Team Member of the Customer Helpdesk will be responsible for monitoring IT infrastructure, Mails, etc. Have a smooth business as usual (BAU), In-depth Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services, delivering customer service through multiple channels including human, digital, self-service, and automated.
Key Responsibilities:
Your responsibilities in this role will be centered around the following:
- Answer/reply to customer phone calls & mails.
- Understand the customer request/incident and create a ticket and map it to the correct technical teams.
- Coordinate with customers, internal tech teams, vendor team, cross department.
- Maintain the Response & Update SLA.
- Publish communication based on activities, incidents, etc.
- Educate customers on Yotta's customer portal.
- Make the shift in charge aware of alerts generated which are critical.
- Coordinate with cross department as and when required.
- Every communication to be documented by mail.
- Identify issues which are a hindrance in day-to-day operations and have it added in the Shift Leads tracker.
- Alert the Shift In charge based on criticality of Alert / customers mail.
- publishing reports in every shift.
- Ensure Compliance with all the management systems of the organization.
- Routing protocols: OSPF, EIGRP, BGP, etc.
- Good command of communication skills i.e., verbal & written.
- Good analytical skills.
- Basic awareness of all technologies
- Good at Excel
- Awareness on Environmental, Health and Safety, Energy, Information Security, Quality, Service Management, Business continuity and other management systems of the organization.
Shift Time: Rotational Shifts
Experience: Fresher to 3 years
Interested candidates can share updated resume at sa******o@yo**a.com
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: FreshersContact Details:
Company: Yotta InfrastructureLocation(s): Mumbai
Keyskills: Software Troubleshooting IT Helpdesk IT Support Helpdesk IT Service Desk
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