IT Helpdesk Executive

2 days ago

Chennai, India Skylark Information Technologies Pvt Ltd Full time

**Description**:
Skylark Information Technologies Private Limited is established in 1993, Skylark is one of the leading award-winning System Integrated (SI) Company in India. By leveraging 26 years of experience in IT Services and strong experience in Digital Technology Solutions, thereby partnering with leading technology OEM's, Skylark offers Hybrid IT, Multi-Cloud Solutions, Enterprise Networking, Cybersecurity Solutions, IT Services and Block chain Solutions.

We have branches in Chennai, Bangalore, Kochi, Hyderabad, Coimbatore, Mumbai, and Singapore.

We are looking for a talented and passionate Helpdesk Coordinator to follow standard help desk procedures. Log all help desk interactions.

**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.
- Experience - 1 to 3 years.
- Freshers also welcome

**Requirements**:
**Education**:

- Any degree or diploma.
- Good Communication Skills.

**Skill Set**:

- Analytical mind.
- Time Management.
- Customer handling skill.
- Self-Motivator.
- Collaborate with others.
- Professionalism

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

**Salary**: ₹12,000.00 - ₹20,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Flexible schedule
- Health insurance
- Internet reimbursement
- Leave encashment
- Life insurance
- Paid sick time
- Provident Fund

Shift:

- Day shift
- Flexible shift

Ability to commute/relocate:

- Chennai, Chennai - 600017, Tamil Nadu: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Help desk: 1 year (preferred)

Work Location: One location

**Speak with the employer**
+91 9150009853

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