Designation: Team Member Customer Helpdesk (Team Member Customer Helpdesk – IT_OPS – CH)
Office Location: Panvel – SEZ, NM1 Raigad
Position description: Monitoring IT infrastructure, Mails, etc. Have a smooth Business as usual (BAU)
Primary 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.
Identify issue which are a hindrance in day to day operations and have it added in the Shift lead’s tracker
Alert the Shift In charge based on criticality of Alert / customer’s mail.
publishing reports in every shift.
Reporting Team
Reporting Designation: Team Lead Service Operations (Team Lead Service Operations – IT_OPS – Sec)
Reporting Department: IT Operations (IT_OPS)
Educational qualifications preferred
Category: Bachelor’s Degree
Key Performance Indicators:
Maintain the SLA & smooth Customer operations
Required Knowledge:
Basic awareness of all the technologies
Good at Excel
Required Skills:
Required abilities
Other:
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