IT Support Specialist

8 hours ago

Navi Mumbai, Maharashtra, India beBeeHelpdesk Full time ₹ 1,04,000 - ₹ 1,30,878

Job Overview

Key Responsibilities:

  • Manage the IT helpdesk ticketing system to ensure timely ticket logging, resource allocation, tracking, follow-up, and resolution.
  • Monitor adherence to defined SLAs for response and resolution times.
  • Evaluate and escalate complex issues according to the escalation matrix and priority level.

Team Supervision & Coordination:

  • Lead day-to-day activities of the IT helpdesk team.
  • Ensure optimal staffing levels and effective task allocation.
  • Provide guidance and support to the IT support team to maintain service quality.

End-User & Interdepartmental Communication:

  • Act as a liaison between IT and end-users to facilitate smooth communication.
  • Coordinate with HR for IT-related activities in employee onboarding and exit through HRMS.
  • Collaborate with Purchase and Finance teams for procurement-related coordination.

Documentation & SOP Development:

  • Assist in creating and maintaining IT SOPs, documentation, FAQs, help sheets, and user guides.
  • Keep documentation up-to-date to support users and internal staff.

Procurement & Asset Management:

  • Generate SAP requisitions and book goods/service receipts.
  • Oversee IT-related procurement and asset lifecycle.
  • Maintain updated records of IT assets and generate regular reports.

Performance Tracking & Reporting:

  • Monitor helpdesk KPIs and generate performance reports for management review.
  • Ensure continuous improvement in customer satisfaction by maintaining regular status updates.

Required Skills and Qualifications:

  • Strong knowledge of helpdesk ticketing systems and IT support tools.
  • Effective time management and task prioritization under pressure.
  • Strong team collaboration, planning, and communication skills.
  • Patience, empathy, and a keen interest in learning new technologies.

Why Join Us:

As a key member of our IT team, you will have the opportunity to grow and develop your skills in a dynamic and supportive environment.

About the Role:

This is an exciting opportunity to work in a fast-paced IT environment and contribute to the success of our organization.

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