Service Help Desk Executive

6 days ago

Bengaluru Karnataka, India Sureworks Infotech Pvt Ltd Full time

**#Free Post**

**Designation: Service Desk Executive**
**Location: Bangalore**
**Relevant Experience: 1+ years of experience in Chat, Calls & E- mail Mandatory**
**Qualification: Any Graduate**

**Key Roles and Responsibilities**:
a) Raising tickets, following up with the concerned teams, escalations, closure of tickets, user permission/role-related issues, missing master data-related issues, support to call centre tickets, support to tickets raised by the Employees and Customers, etc.

**a)** **User Permission and Role Management**:
2. Assist users in resolving access issues and ensuring appropriate levels of access based on defined roles.

3. Ensure timely updates and communication with users regarding the status of their inquiries.

4. Monitor service desk performance metrics, including response times, resolution rates, and user satisfaction levels.

5. Provide regular reports to management on help desk activities, highlighting trends, challenges, and areas for improvement.

6. Create and maintain a knowledge base of common issues and resolutions to facilitate faster troubleshooting and enhance user support.

7. Ensure that documentation is kept up-to-date and easily accessible to help desk staff.

**b) Master Data Issues**:
i. Manage inquiries related to missing or incorrect master data within the system.

Coordinate with relevant teams to investigate and resolve data

ii. discrepancies.

**c) General Support**:Assist with other non-technical user-related issues as they arise, ensuring prompt resolution or escalation to the appropriate tier.

Work Location: In person

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