IT Helpdesk Executive

As an IT Helpdesk / Support Coordinator at Vikhroli, Mumbai location, your role involves managing service level agreements (SLAs), incident management, resource coordination, documentation, and communication. Your key responsibilities will include: - Calls & SLA Management - Monitor and manage service level agreements (SLAs) related to calls. - Ensure timely response and resolution of customer queries. - Resource Management - Oversee team leave schedules and align resources as per policy. - Coordinate with engineering teams for smooth operational support. - Incident Management - Log, track, and resolve incidents efficiently. - Collaborate with teams to ensure swift and effective resolutions. - Scheduled Activities - Plan and execute scheduled maintenance or service activities. - Ensure proper documentation and communication of all planned activities. - Documentation - Prepare and maintain project documentation, including reports, presentations, and plans. - Keep records organized and accessible for stakeholders. - Administrative Support - Schedule and organize meetings, prepare agendas, and take meeting minutes. - Maintain project files and other administrative records. - Project Planning & Tracking - Assist in developing project plans and schedules. - Track deliverables, monitor progress, and ensure adherence to deadlines and budgets. - Communication - Act as the primary liaison between teams, management, and stakeholders. - Provide regular project status updates and facilitate effective information flow. Qualifications Required: - Graduation (Mandatory) - Minimum 1.6 years in Helpdesk profile in the same industry - ITIL Certified (Preferred) - Experience in ticketing tools like ManageEngine is mandatory The company follows a Full-time job type with shift timings from 10:00 AM to 6:00 PM, Monday to Saturday (2nd and 4th Saturday off). The interview process includes 1st Round: HR (Virtual), 2nd Round: Technical (Virtual), Final Round: Technical (Face-to-Face). Location preference is Mumbai, Maharashtra. Proficiency in English is preferred for this role.,