Key Responsibilities
- Act as the first point of contact for IT-related issues and service requests.
- Assign calls/tickets to the appropriate support team members based on priority and expertise.
- Monitor and track calls to ensure resolution within agreed SLAs.
- Coordinate with internal IT teams and vendors to resolve incidents and service requests.
- Prepare and maintain MIS reports, dashboards, and call logs for management review.
- Escalate unresolved issues to higher-level support or management as needed.
- Ensure compliance with IT helpdesk processes, standards, and procedures.
- Manage end-user support activities, including guiding users on IT-related queries and ensuring user satisfaction.
- Maintain updated documentation of recurring issues and resolutions (Knowledge Base).
- Conduct periodic reviews of helpdesk performance and suggest improvements.
Job Type: Full-time
Pay: ₹11,022.88 - ₹16,526.71 per month
Benefits:
- Provident Fund
Work Location: In person
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