Service Desk Executive

16 hours ago

Mumbai Maharashtra, India Geekay Infotech Full time

**Open Positions**:

- 1**

**Work Location**:

- **Mumbai**

**Work Timings**:

- Rotational Shift**

**Responsibilities:

- **
- Responsible for logging tickets/calls, monitoring calls, and assigning calls to respective customer support engineers.
- Providing the first level of remote technical support to clients.
- Making sure that the tickets/calls are responded to within the required time frame to meet the SLAs.
- Escalating the calls to the support manager if tickets are not responded to or resolved within the time frame.
- Follow up with clients, support engineers, managers, and vendors for pending calls.
- Giving courtesy calls to clients and taking feedback from clients.
- Preparing and scheduling daily, weekly, and monthly MIS reports and sending the reports to clients and managers.
- Managing and maintaining the workflow, client contacts, support contracts, SLA details, escalation matrix, performance metrics, time entries, etc. as per client requirements.
- Good communication.
- **Experience:

- **
- 2-3 yrs. of relevant experience in IT Service Desk or IT Call Coordination.

**Qualification:

- **
- BE/BTech/B.Sc./BCA/ HSC + Diploma (with specialization in Telecom/IT/Computers/Electronics)

**Requirements:

- **
- Good communication skills and confidence level.
- Should be self-motivated as well as a team player.
- Problem-solving skills and multitasking ability.

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