Service Desk Executive

1 week ago

Delhi Delhi, India Innefu Labs Pvt. Ltd Full time

Company: Innefu Lab Pvt. Ltd. Role: Service Desk Executive Experience: 0-2 years

**Location: Delhi**

Notice Period: Immediate Joiner Or 15 days

We are a Series A Funded New Age Information Security & Data Analytics Company and we take pride in the fact that we have been delivering value to our customers with our innovative offerings and helping them adopt a variety of our security solutions that are based on cutting edge

technologies like Artificial Intelligence, Predictive Intelligence, Facial Biometrics and so on. We are among the top 5 Cyber excellence companies globally (Holger Schulze awards) and have won similar recognitions at National and International arenas. To our credit, more than 100 customers in India already trust us and the list is only growing. Exciting things are happening at Innefu and we are all game for a big leap forward**.**

KRAs of Service Desk Executive

1. Logging, categorization, prioritization of issues on Zammad as per Zammad Best practice SOP

3. Co-ordinate with internal stake holders to expedite the resolution of the ticket

4. Ensure the ticket conversation carry appropriate communication and provides necessary clarity by communicating with the stakeholders involved in the ticket

5. Escalate the High priority issues for immediate response and resolution to the stake holders

6. Keep the stakeholders informed and reminded about the progress of the ticket

7. Prepare weekly dashboards to analyzie incident trends and service request patterns to identify areas for improvement

8. Timely reminders to the Owner of the respective tickets to ensure tickets does not escalate

9. Prepare TAT of resolution time monthly to track the efficiency of issues resolution

10. Maintain database of Intelelinx clients

11. Connect with the Intelelinx clients for identification of issues faced by them and log them on Zammad

12. Implementing process improvements to enhance overall service desk performance

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

Pay: ₹100,000.00 - ₹300,000.00 per year

**Benefits**:

- Health insurance

Shift:

- Day shift

Work Days:

- Monday to Friday

**Education**:

- Bachelor's (preferred)

**Experience**:

- Service Desk: 1 year (preferred)
- Ticketing management: 1 year (preferred)

Work Location: In person

Application Deadline: 14/11/2024
Expected Start Date: 12/11/2024

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