IT Helpdesk Executive

3 days ago

Mumbai, Maharashtra, India The Creative Full time ₹ 3,03,936 - ₹ 6,00,000 per year

We are hiring for IT Helpdesk / Support Coordinator position at Vikhroli, Mumbai location

  • Education: Graduation (Mandatory)
  • Experience: : Minimum 1.6 years in Helpdesk profile in same industry
  • Knowledge of SLA, chargeable calls, and incident management
  • Preferred: ITIL Certified
  • Skills & Requirements:
  • Experience in ticketing tools like ManageEngine is mandatory
  • Knowledge about SLA & Incident Management is mandatory
  • Good communication and multitasking abilities
  • Interview Process:

1st Round : HR (Virtual)2nd Round : Technical (Virtual)Final Round : Technical (Face-to-Face)

Job Timings will be : Shift Timing: 10:00 AM to 6:00 PM Monday to Saturday (2nd and 4th Saturday off)

  • Key Responsibilities:
    1. Calls & SLA Management
  • Monitor and manage service level agreements (SLAs) related to calls.
  • Ensure timely response and resolution of customer queries.
    1. Resource Management
  • Oversee team leave schedules and align resources as per policy.
  • Coordinate with engineering teams for smooth operational support.
    1. Incident Management
  • Log, track, and resolve incidents efficiently.
  • Collaborate with teams to ensure swift and effective resolutions.
    1. Scheduled Activities
  • Plan and execute scheduled maintenance or service activities.
  • Ensure proper documentation and communication of all planned activities.
    1. Documentation
  • Prepare and maintain project documentation, including reports, presentations, and plans.
  • Keep records organized and accessible for stakeholders.
    1. Administrative Support
  • Schedule and organize meetings, prepare agendas, and take meeting minutes.
  • Maintain project files and other administrative records.
    1. Project Planning & Tracking
  • Assist in developing project plans and schedules.
  • Track deliverables, monitor progress, and ensure adherence to deadlines and budgets.
    1. Communication
  • Act as the primary liaison between teams, management, and stakeholders.
  • Provide regular project status updates and facilitate effective information flow.

Job Type: Full-time

Pay: ₹10, ₹25,160.58 per month

Education:

  • Bachelor's (Preferred)

Experience:

  • SLA Management: 1 year (Required)
  • ITIL Certified: 1 year (Preferred)
  • Help desk/ coordinator: 1 year (Preferred)
  • ticketing tools like ManageEngine: 1 year (Preferred)

Language:

  • English (Preferred)

Location:

  • Mumbai, Maharashtra (Preferred)

Work Location: In person

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