Helpdesk Support Executive

Job Scope:

The Team Member of the Customer Helpdesk will be responsible for monitoring IT infrastructure, Mails, etc. Have a smooth business as usual (BAU), In-depth Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services, delivering customer service through multiple channels including human, digital, self-service, and automated.

Key Responsibilities:

Your responsibilities in this role will be centered around the following:

• Answer/reply to customer phone calls & mails.
• Understand the customer request/incident and create a ticket and map it to the correct technical teams.
• Coordinate with customers, internal tech teams, vendor team, cross department.
• Maintain the Response & Update SLA.
• Publish communication based on activities, incidents, etc.
• Educate customers 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 by mail.
• Identify issues 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 / customers mail.
• publishing reports in every shift.
• Ensure Compliance with all the management systems of the organization.
• Routing protocols: OSPF, EIGRP, BGP, etc.
• Good command of communication skills i.e., verbal & written.
• Good analytical skills.
• Basic awareness of all technologies
• Good at Excel
• Awareness on Environmental, Health and Safety, Energy, Information Security, Quality, Service Management, Business continuity and other management systems of the organization.

Shift Time

Experience:

Interested candidates can share updated resume at sadhatrao@yotta.com