Technical Help Desk Coordinator

Website: www.benelecinfotech.com

Gender: Female only

Probation Period: 6 Months

Tentative date of interview: As soon as possible

Tentative date of joining: Immediate

Interview Process:

1. Interview by Technical Head
2. HR round
3. Final Round

Job Responsibilities:

• Receiving calls, Use standard greeting on calls and Logging 100% tickets of the call received
• Prioritizing, Categorization of ticket and taking remote capture to resolve
• Providing ticket number to user via phone, E-mail
• Key in the appropriate and timely log notes in the ticket as and when there are findings / updates
• Updating users on the ticket progress
• Allocation to desk side support if desk side intervention required
• Following up of ticket to closure
• Reduce Turnaround time and increase computing time
• Checking KB for Known errors
• Closure of tickets in the CRM tool
• Escalating to customer / end users as appropriate
• Tracking of mails and logging tickets accordingly
• Responding to mails with updates on the Same business day
• Providing reports as and when required
• Logging Incident in other tools if applicable
• Preparing Incident checklist
• Updating the customer on ticket progress
• Generating new articles for Knowledge Base and publishing the same
• Provide reference of relevant ticket
• Monitor and record the IT downtime for individual / shift
• Shift Hand over / take over
• Improvements to call response / resolution TAT

Skills Required:

• Candidate should be presentable and good in English communication both oral and written
• Preferably having 1-2 years working experience in the same domain. Fresher’s can be considered subject to the grooming