Executive - Support Desk

2 weeks ago


Mumbai, India Anunta Technology Management Services Ltd Full time

Answering IT Hotline calls and providing basic technical assistance and support for incoming IT queries and raise the tickets for IT issues.
- Monitoring and responding quickly and effectively to requests received through the Service Desk tool
- Monitoring Service Desk and assign, route and redirect the tickets/problems to correct resources (Technician)
- Call coordination with external team (Log a complaint, follow-up, update, etc.)
- Helping IT team to maintain first response time and resolution time.
- Maintaining 0% drops of hotline calls.
- Performing escalations for High priority incidents
- Ensuring the quality of tickets and calls handled is as per agreed guidelines
- Ready to work in a 24 x 7 environment across shifts
- Complete Tracking of Issue / Incidents by closely working with various IT resolver teams, client teams and users
- Responsible for attending trouble tickets & issue calls from various customers with various help desk tools. -Responsible for managing Installation, configuration, migration, of Anunta’s Infra
- Responsible for infrastructure monitoring services, routine and preventive maintenance, service restoration and provide assurance to customers.
- Responsible for infrastructure performance, availability, alarm, configuration and fault management.

**Job Types**: Full-time, Regular / Permanent

Shift:

- Flexible shift
- Rotational shift

**Experience**:

- total work: 1 year (preferred)



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