Help Desk Support

2 weeks ago

Ahmedabad Gujarat, India Neelam Enterprise Full time

**Position: Helpdesk Agent**

**Position Summary**:
As a Helpdesk Agent, you will be the first point of contact for employee inquiries, offering support via phone calls and ServiceNow (SNow) submissions. Your primary responsibility will be to triage and address tier 1 requests, while escalating more complex tier 2 issues to specialized teams such as Payroll, EDM, or WD Specialists. This role requires a strong focus on delivering efficient, friendly, and accurate service, with particular attention to supporting employees in factory environments who rely on phone support due to limited computer access. Your commitment to excellence in customer service will be critical in ensuring timely and effective resolution of inquiries.

**Key Responsibilities**:

- Act as the first point of contact for employee inquiries via phone and ServiceNow, triaging and resolving tier 1 requests, or escalating tier 2 issues to specialized teams.
- Address common HR-related requests with accuracy and efficiency, ensuring timely resolutions.
- Escalate complex issues to Payroll, EDM, or WD Specialists, maintaining clear documentation for smooth handoffs.
- Provide exceptional customer service, especially for employees in factory locations, managing call volume professionally.
- Collaborate with tier 2 teams to track escalated requests and provide timely updates to employees.
- Maintain accurate records in ServiceNow and contribute to regular reporting on key metrics.
- Analyze customer feedback to drive continuous improvements in service quality.

**Qualifications**:
**Education**:

- Bachelor’s degree or equivalent qualification in any field.

**Experience**:

- 1-3 years of experience in a customer service or helpdesk role, ideally in a call center or HR service environment.
- Familiarity with ServiceNow or similar ticketing systems is an advantage.

**Skills**:

- Fluency in English, with excellent written and verbal communication skills, essential for effective interaction with employees, HR stakeholders, and third-party vendors.
- Exceptional customer service skills, with a focus on delivering friendly, professional, and timely assistance via phone and ticketing systems.
- Proficiency in using ticketing systems (e.g., ServiceNow) for managing, tracking, and resolving requests.
- Strong interpersonal and communication skills, with the ability to collaborate effectively with different teams to resolve issues.
- Problem-solving mindset with a focus on ensuring positive employee experiences.

A customer-centric approach, always prioritizing the needs and satisfaction of employees.

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

Pay: ₹800,000.00 - ₹900,000.00 per year

**Benefits**:

- Provident Fund

Shift:

- US shift

Work Days:

- Monday to Friday

**Education**:

- Bachelor's (preferred)

**Experience**:

- Customer support: 3 years (required)

**Language**:

- English (required)

Work Location: In person

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