![Skylark Information Technologies Pvt Ltd](https://media.trabajo.org/img/noimg.jpg)
Helpdesk Executive
1 week ago
Responsibilities:
Logging end users IT complaints in the call logging tool.
Classify and prioritize the incidents/service requests / change requests as per the defined categories, urgency and impact. Allocate the incidents/service requests /change request.
Sensible allocation of calls based on the severity in line with the Service Level Agreement (SLA).
Monitor, track and update the progress status of all incidents and service requests.
Tracking end users IT complaints till closure with the support of Technical Support Engineers.
Timely triggering of escalation to technical team and Supervisor before the response and resolution of violations.
Escalate incidents/service requests which are going beyond the agreed service levels.
Record customer complaints and inform the concerned management staff for appropriate actions.
Logging and tracking incidents/service requests that require resolution from suppliers.
Notify IT users & on-site engineers with the progress status of all queries, incidents, service requests, change requests and complaints.
Getting the transactional feedback from end users after closure of the calls by doing the necessary follow-ups with location engineers and end users.
Preparation of daily, weekly & Monthly reports and sharing the reports to Supervisor within the agreed timelines
Requirements:
Education:
Any degree or diploma.
Good Communication Skills
Skill Set:
Analytical mind
Time Management
Customer handling skill
Self-Motivator
Collaborate with others
Professionalism
Benefits:
Benefits:
Medical Insurance
National & Festival Holiday
Paid Leaves
Awards & Rewards
Career advancement learning opportunities
Diversify & Inclusive Culture
Any UG
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