Skylark Information Technologies Pvt Ltd Looking for IT Helpdesk Executive at Chennai, Tamil Nadu Full Time

Roles and Responsibilities

· Receive and record incidents, service requests from customers and internal team, through the agreed modes of communication (E.g. Phone, email, web etc)

· Logging end users IT complaints in the call logging tool

· Classify and prioritize the incidents/service requests / change requests as per the defined categories, urgency and impact

· Allocate the incidents/service requests /change request

· Sensible allocation of calls based on the severity in line with the Service Level Agreement (SLA)

· Monitor, track and update the progress status of all incidents and service requests

· Tracking end users IT complaints till closure with the support of Technical Support Engineers
Timely triggering of escalation to technical team and Supervisor before the response and resolution of violations

· Escalate incidents/service requests which are going beyond the agreed service levels

· Record customer complaints and inform the concerned management staff for appropriate actions

· Logging and tracking incidents/service requests that require resolution from suppliers.

· Notify IT users & on-site engineers with the progress status of all queries, incidents, service requests, change requests and complaints.

· Getting the transactional feedback from end users after closure of the calls by doing the necessary follow-ups with location engineers and end users

· Analysis of call reports and end users feedback

· Preparation of engineer productivity report

· Preparation of daily, weekly & Monthly reports and sharing the reports to Supervisor within the agreed timelines

Job Types: Full-time, Regular / Permanent

Salary: ₹12,000.00 – ₹20,000.00 per month

Benefits:

• Cell phone reimbursement
• Flexible schedule
• Health insurance
• Internet reimbursement
• Leave encashment
• Life insurance
• Paid sick time
• Provident Fund

Schedule:

Supplemental pay types:

• Performance bonus
• Yearly bonus

Ability to commute/relocate:

• Chennai, Chennai – 600017, Tamil Nadu: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Preferred)

Work Location: One location

Speak with the employer
+91 9150009853