IT Helpdesk Support

We are hiring for IT Helpdesk / Support Coordinator position at Vikhroli, Mumbai location

• Education: Graduation (Mandatory)
• Experience: 2 to 3 years
• Experience in handling multiple external customers
• Knowledge of SLA, chargeable calls, and incident management
• Experience in any ticketing tool
• Preferred: ITIL Certified
• Interview Process:

1st Round : HR (Virtual)2nd Round : Technical (Virtual)Final Round : Technical (Face-to-Face)

Job Timings will be : Shift Timing: 10:00 AM to 6:00 PM Monday to Saturday (2nd and 4th Saturday off)

• Key Responsibilities:
• 1. Calls & SLA Management
• Monitor and manage service level agreements (SLAs) related to calls.
• Ensure timely response and resolution of customer queries.
• 2. Resource Management
• Oversee team leave schedules and align resources as per policy.
• Coordinate with engineering teams for smooth operational support.
• 3. Incident Management
• Log, track, and resolve incidents efficiently.
• Collaborate with teams to ensure swift and effective resolutions.
• 4. Scheduled Activities
• Plan and execute scheduled maintenance or service activities.
• Ensure proper documentation and communication of all planned activities.
• 5. Documentation
• Prepare and maintain project documentation, including reports, presentations, and plans.
• Keep records organized and accessible for stakeholders.
• 6. Administrative Support
• Schedule and organize meetings, prepare agendas, and take meeting minutes.
• Maintain project files and other administrative records.
• 7. Project Planning & Tracking
• Assist in developing project plans and schedules.
• Track deliverables, monitor progress, and ensure adherence to deadlines and budgets.
• 8. Communication
• Act as the primary liaison between teams, management, and stakeholders.
• Provide regular project status updates and facilitate effective information flow.

Job Type: Full-time

Pay: ₹10,491.97 - ₹30,160.58 per month

Education:

• Bachelor's (Preferred)

Experience:

• SLA Management: 1 year (Required)
• ITIL Certified: 1 year (Preferred)
• ticketing tool : 1 year (Required)
• Help desk/ coordinator: 1 year (Preferred)

Language:

• English (Preferred)

Location:

• Mumbai, Maharashtra (Preferred)

Work Location: In person