Urgent Requirement for Service help desk- for Airoli location for a data center.
Job Title: Service help desk Associate (Offroll)
Required Qualification Graduation Degree from a reputed & recognized University/Institute
3-5 years of experience in a Service Help Desk, Call Center, Network Operations Center (NOC), or similar customer-facing communication role
ITIL Foundation certification is a significant advantage
1. Role Purpose:
primary central point of contact and communication hub
2. Key Responsibilities:
Incident Communication Management:
- Act as the central communication point during all operational incidents (e.g., power outages, cooling system failures, network disruptions, security breaches).
- Disseminate real-time incident updates, status reports, and resolution notifications to predefined internal stakeholders (NOC, Facility Operations, Security, IT Support) and external clients via various channels (email, SMS, conference bridge calls) following established communication protocols and escalation matrices.
- Ensure all communications are clear, concise, accurate, and adhere to service level agreements (SLAs) for incident notification.
Service Request & Ticketing System Management:
- Receive, log, categorize, and prioritize all incoming service requests (e.g. remote hands requests, service queries, routine checks) from clients and internal teams via phone, email, and the ticketing system.
- Create and meticulously update incident and service request tickets in the designated platform (e.g., ServiceNow, Jira, or similar). Ensure all relevant information is captured accurately.
- Assign tickets to the appropriate operational teams (e.g., Mechanical, Electrical , Security, IT Support) for resolution, adhering to defined routing rules and escalation paths.
- Monitor ticket progress, follow up with resolution teams, and ensure timely updates are provided to stakeholders.
Client & Stakeholder Communication:
- Handle inbound and outbound communication with data center clients regarding service status, planned maintenance schedules, incident updates, and general operational queries.
- Provide polite, professional, and accurate responses to client inquiries, escalating complex issues to appropriate technical or client management teams.
- Manage client expectations regarding response and resolution times.
Internal Coordination & Escalation:
- Coordinate effectively with various internal operations teams to gather information, provide updates, and facilitate efficient issue resolution.
- Act as the first line of escalation for communication issues or delays, ensuring adherence to internal communication SOPs.
- Facilitate communication between shifts during handover to ensure seamless continuity of operations and incident awareness.
Reporting & Documentation:
- Prepare comprehensive daily shift handover reports, summarizing key incidents, service requests, and communication activities during the shift.
- Assist in generating incident summary reports, post-incident reviews (PIRs), and other communication-related metrics.
- Maintain and update communication contact lists, escalation matrices, and standard operating procedures (SOPs) for help desk communication functions.
Basic Monitoring & Alerting (as required):
- May involve basic monitoring of communication channels, dashboards, or alerting systems to proactively identify potential communication needs.
3. Key Deliverables:
Timely & Accurate Incident Communication:
Dissemination of critical incident updates to all relevant internal and external stakeholders within defined SLAs.Efficient Service Request Management:
Prompt and accurate logging, categorization, and routing of all incoming service requests.Well-Maintained Ticketing System Records:
Comprehensive and updated incident and service request tickets with clear communication logs.Professional Client & Internal Communication:
Consistent delivery of polite, professional, and clear information.Accurate Shift Handover Reports:
Comprehensive summary of shift activities, incidents, and outstanding communication tasks.Contribution to Reduced Incident Resolution Times:
Through effective and proactive communication and coordination.
4. Required Skills & Competencies:
Communication & Interpersonal Skills:
Exceptional written and verbal communication skills in English.
Ability to articulate complex technical information clearly and concisely to both technical and non-technical audiences.Fluency in Hindi is essential for effective communication within the Indian context.
Proficiency in other major Indian regional languages (e.g., Marathi) is highly desirable.- Strong active listening skills and the ability to empathize with callers/clients.
- Professional telephone etiquette and strong email communication skills.
- Ability to remain calm, composed, and effective in high-pressure or critical incident situations.
Customer Service Orientation:
- Proven track record of delivering excellent customer service.
- Strong problem-solving attitude with a focus on client satisfaction.
- Ability to manage client expectations effectively.
Technical Aptitude & Knowledge:
- Basic understanding of data center operations (e.g., power, cooling, Safety and Security)
- Understanding of IT Service Management (ITSM) concepts and ITIL processes.
Tools & Systems Proficiency:
Proficiency in using ITSM ticketing systems (e.g., ServiceNow, Jira Service Management, Freshservice, BMC Remedy).
- Strong proficiency in MS Office Suite, particularly Outlook (email management), Word (reporting), and Excel (basic data tracking).
- Experience with communication tools (e.g., conference call bridges, mass notification systems).
Looking with candidates with good communications skills only.
Looking for candidates who can join immediately
