Helpdesk Executive

4 hours ago

Chennai, India Skylark Information Technologies Pvt Ltd Full time

**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. Analysis of call reports and end users feedback. Preparation of engineer productivity report.

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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