IT Helpdesk Coordinator - Andheri, Mumbai, Maharashtra, India - Acma Computers Ltd
Description
Helpdesk shall also be responsible for prioritization of the calls as per the severity levels.Helpdesk shall generate end of the day report of calls (Open/ SLA Breached / Closed).
Re-investigate and resolve the reopening of tickets.
Notifying Customer with call ticket and update on who is attending and when (currently the automated ticketing system takes care of SLA end date time)
Assigning severity level to each call as per the predefined definitions and SLA
Call tracking, closing with feedback from affected user
Escalation of calls to various levels and create related tasks
Identification and resolution of chronic calls and problem
Co-ordination with vendor for technical problems logged at the Help Desk to ensure proper closure of problems
Report generations of performance, SLA etc.
Assign calls to appropriate manpower. (not limited to the below issues/requests & applicable to current and future list of approved software) e.
g:
Salary:
₹20, ₹22,000.00 per month
Benefits:
- Provident Fund
Schedule:
- Day shift
Ability to commute/relocate:
- Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (required)
Education:
- Bachelor's (required)
Experience:
Helpdesk Coordinator: 1 year (required)
- SLA: 1 year (required)
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