Helpdesk Executive

6 days ago

Bandra Mumbai Maharashtra, India CARE INFOTECH Full time

**Position Overview**:
The Helpdesk Executive will be responsible for managing helpdesk operations, ensuring seamless ticket resolution, and providing effective IT support services. This role requires expertise in helpdesk and service desk management, ticketing processes, ITSM tools, and effective communication.

**Key Responsibilities**:

- **Helpdesk and Service Desk Management**:

- Efficiently manage helpdesk and service desk operations.
- Handle ticketing processes, including logging, classifying, assigning, resolving, and escalating tickets.
- **Ticketing and ITSM Services**:

- Post responses and updates back to concerned stakeholders.
- Escalate issues to the appropriate IT teams when necessary.
- **Monitoring and Reporting**:

- Track and monitor the status of all in-scope tickets to ensure proper closure within defined SLAs.
- Generate daily, weekly, and monthly status reports for pending and closed tickets.
- **Change Management**:

- Notify NABARD officials one month in advance regarding changes in helpdesk personnel or resident engineers.
- Provide resumes of proposed ITSM resources for approval before onboarding replacements.
- **IT Support Services**:

- Distribute computer peripherals on demand and maintain inventory records.
- Provide daily attendance reports by 9:15 AM.
- **Technical Expertise**:

- Provide support for IT-related issues with a basic understanding of computer technology in a business environment.
- Follow ITIL processes for incident, problem, and change management.
- **Communication and Coordination**:

- Maintain effective communication with stakeholders and internal teams.
- Ensure timely updates and feedback on ticket resolutions.

**Skills and Qualifications**:

- Familiarity with ITIL processes and ITSM tools.
- Effective communication and coordination skills.
- Basic understanding of computer systems in a business environment.
- Ability to manage and prioritize multiple tasks efficiently.
- Experience in inventory management and distribution of IT peripherals.

**Experience Required**:

- Minimum of 2-3 years in helpdesk or IT support roles.

**Key Attributes**:

- Strong problem-solving and analytical skills.
- Attention to detail and ability to meet SLA timelines.
- Excellent organizational and multitasking abilities.

**Job Types**: Full-time, Permanent, Contractual / Temporary
Contract length: 1 month

Pay: ₹10,000.00 - ₹13,000.00 per month

Schedule:

- Day shift

**Experience**:

- total work: 1 year (preferred)

Work Location: In person

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