IT Helpdesk Executive

5 days ago

Mumbai Maharashtra, India The Creatif Wagon Full time

We are hiring for IT Helpdesk / Support Coordinator position at Vikhroli, Mumbai location
- **Education**:Graduation (mandatory)
- **Experience**: : Minimum 1.6 years in Helpdesk profile in same industry
- Knowledge of SLA, chargeable calls, and incident management
- Preferred: ITIL Certified
- **Skills & Requirements**:

- Experience in ticketing tools like ManageEngine is mandatory
- Knowledge about SLA & Incident Management is mandatory
- Good communication and multitasking abilities
- **Interview Process**:
1st Round : HR (Virtual)2nd Round : Technical (Virtual)Final Round : Technical (Face-to-Face)

Job Timings will be : Shift Timing: 10:00 AM to 6:00 PM Monday to Saturday (2nd and 4th Saturday off)
- **Key Responsibilities**:

- 1. Calls & SLA Management
- **Monitor and manage service level agreements (SLAs) related to calls.**:

- Ensure timely response and resolution of customer queries.
- 2. Resource Management
- **Oversee team leave schedules and align resources as per policy.**:

- Coordinate with engineering teams for smooth operational support.
- 3. Incident Management
- **Log, track, and resolve incidents efficiently.**:

- Collaborate with teams to ensure swift and effective resolutions.
- 4. Scheduled Activities
- **Plan and execute scheduled maintenance or service activities.**:

- Ensure proper documentation and communication of all planned activities.
- 5. Documentation
- **Prepare and maintain project documentation, including reports, presentations, and plans.**:

- Keep records organized and accessible for stakeholders.
- 6. Administrative Support
- **Schedule and organize meetings, prepare agendas, and take meeting minutes.**:

- Maintain project files and other administrative records.
- 7. Project Planning & Tracking
- **Assist in developing project plans and schedules.**:

- Track deliverables, monitor progress, and ensure adherence to deadlines and budgets.
- 8. Communication
- **Act as the primary liaison between teams, management, and stakeholders.**:

- Provide regular project status updates and facilitate effective information flow.

Pay: ₹10,491.97 - ₹25,160.58 per month

**Education**:

- Bachelor's (preferred)

**Experience**:

- SLA Management: 1 year (required)
- ITIL Certified: 1 year (preferred)
- Help desk/ coordinator: 1 year (preferred)
- ticketing tools like ManageEngine: 1 year (preferred)

**Language**:

- English (preferred)

**Location**:

- Mumbai, Maharashtra (preferred)

Work Location: In person

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