Central Help Desk - Admin

Role & responsibilities :

The Central Helpdesk (CHD) Admin serves as the first point of contact for branch administration queries. This role involves handling inbound calls, creating and managing tickets in Kapture, coordinating with internal teams, and ensuring timely resolution of branch requests related to CUG SIM, Lease Management, Shop & Establishment, New Branch Setup, and other administrative matters.

• Inbound Calls & Ticket Management - Attend calls from Branch Managers, categorize queries, create Kapture tickets, assign to respective teams, monitor progress, escalate overdue tickets, and confirm resolution before closure.
• CUG SIM Coordination - Handle SIM activation requests, create tickets, coordinate for documents, and follow up until closure.
• Lease Management Coordination - Process lease-related requests, collect documents, create tickets, and provide status updates.
• Shop & Establishment Coordination - Manage S&E requests, document collection, ticket creation, and status tracking.
• Notice Board Coordination - Handle notice board requests, share approved documents, and ensure branch compliance.
• New Branch Setup Coordination - Coordinate setup requests, create tickets, gather information, and update stakeholders.
• Administration Request Coordination - Handle Novation, Branch Mapping, SD Recovery and other admin requests.
• Adhoc Administration Support - Respond to adhoc requests, log in Kapture, coordinate resolution, and close after confirmation.

Preferred candidate profile

• Graduate in any discipline (B.Com / BBA / BA preferred)
• 0-2 years in helpdesk, customer support, or administration
• MS Office (Excel, Word), Ticketing Systems (Kapture), Call Management Tools (Acefone)
• Excellent verbal and written communication in Kannada, Hindi and English
• Problem-solving, Multi-tasking, Attention to detail, Team collaboration
• Ability to work under pressure, meet SLAs, and handle multiple requests simultaneously