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Benelec Infotech Private Limited

Technical Help Desk Coordinator

Benelec Infotech Private Limited

1 - 2 Years   |   0.96 - 1.2 LPA   |   Pune
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Job Description

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

Education:

B.A., B.A.(Hons.), B.Com., B.Com.(Hons.), B.Sc., B.Sc.(Hons.), B.Tech/B.E., BCA

Work Experience:

1 - 2 Years

Salary

0.96 - 1.2 LPA

Industry

IT

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