Helpdesk Associate

Job Responsibilities

• Answer / reply on customer phone calls & mails.
• Understand the customer request / incident and create a ticket and map it to the correct technical teams.
• Coordinate with customer, internal tech teams, vendor team, cross department.
• Maintain the Response & Update SLA.
• Publish communication based on activities, incident, etc.
• Educate customer on Yotta's customer portal.
• Make the shift in charge aware of alerts generated which are critical.
• Coordinate with cross department as and when required.
• Every communication to be documented on mail.
• Identify issue which are a hindrance in day-to-day operations and have it added in the Shift leads tracker.
• Alert the Shift In charge based on criticality of Alert / customer’s mail.
• publishing reports in every shift.
• Ensure Compliance to all the management systems of the organization

Good to have Skills:

• Routing protocols: OSPF, EIGRP, BGP, etc.
• Good command on communication skills i.e., verbal & written.
• Good analytical skills.
• Basic awareness of all the technologies
• Good at Excel
• Follow & commit with Yotta’s Policy statements (eg. QMS/EMS/OHS/ISMS/PIMS/ITSM etc)
• Undertake applicable training as communicated from time to time.
• Participation in Risk assessment process, contribute in achieving departmental & management system objectives & Assist in maintaining PIMS controls throughout personal data lifecycle.
• Rotational Shift- 24*7 ( including Night Shift)

Behavioral Attributes:

• Action Orientation & Accountability
• Art of Skillful Conversation
• Creativity & Problem Solving
• Business Acumen
• Dealing with ambiguity
• Learning on the fly
• Building Trust
• Customer Focus
• Intellectual Horsepower
• Prioritizing, Planning & Organizing
• Process–Quality Excellence
• Listening, Sensing, Observing
• Building Collaborative Relationships

Qualification and Experience:

• Bachelor's degree