Help Desk

Job Description

Here is the JD for Help Desk position. Location- Delhi, Mumbai Managing Help Desk Queries : Serve as the primary point of contact for all employee help desk inquiries. Ensure all requests are handled in a timely, professional, and efficient manner. Policy and Process Expertise : Maintain a deep understanding of company policies, procedures, and systems to provide accurate guidance and support to employees. Communication and Coordination : Effectively communicate both written and verbal responses to employees, ensuring clarity, understanding, and a positive experience. Troubleshooting & Support : Analyze and address technical or process-related issues employees may encounter, escalating when necessary to the appropriate department. Documentation & Reporting : Track, document, and report common queries or recurring issues, providing insights for process improvements or training needs. Training & Guidance : Provide training or guidance to new employees on common help desk topics and ensure all staff have access to relevant resources. Maintain Help Desk Software : Oversee the management and optimization of the help desk system, ensuring that all requests are logged, categorized, and resolved efficiently. Employee Satisfaction : Ensure that every interaction with employees is positive, fostering a supportive and service-oriented environment. Continuous Improvement : Regularly review and evaluate help desk procedures to identify opportunities for increased efficiency and employee satisfaction. Required Skills & Qualifications: Educational Background : Graduate /Post Graduate degree Experience : At least 1 year of experience in a help desk or customer service role would be preferable. Strong Knowledge : In-depth understanding of organizational policies, procedures, and operations. Ability to adapt quickly to new systems and processes. Communication Skills : Exceptional verbal and written communication skills, with the ability to clearly articulate information to employees at all levels of the organization. Problem-Solving Skills : Strong analytical skills, with the ability to diagnose problems and offer effective solutions. Organizational Skills : Ability to manage multiple inquiries and tasks simultaneously in a fast-paced environment. Tech-Savvy : Comfortable using help desk software, knowledge management systems, and Microsoft Office Suite. Familiarity with ticketing systems is a plus. Customer-Oriented : A positive, approachable, and empathetic attitude when assisting employees Show more Show less