Helpdesk Executive

Role Details

• Designation: Helpdesk Executive
• Qualification: Any Degree
• Experience Required: 2+ Years
• Shift Timings: Rotational Shift
• Work Schedule: 6 days per week
• Work location: Bangalore, Mahadevpura
• Ticketing tool experience
• Communication
• Location: On-site Bengaluru, KA
• Scheduled Weekly Hours: 48

Responsibilities

• Ticketing Management and Assignment: Monitor the ticketing portal and assign tickets to the appropriate team members based on expertise and workload.
• Ticketing Management and Assignment: Ensure the tickets are categorized correctly for streamlined resolution.
• Ticketing Management and Assignment: Update ticket details if necessary to reflect accurate information.
• Ticketing Management and Assignment: Follow up on the progress of each request by coordinating with respective assignees and monitoring their response time and GCal invites.
• Ticketing Management and Assignment: Keep tabs on feedback to ensure the closure of the task.
• SLA Monitoring and Milestone Management: Mark and track ticket progress to prevent SLA breaches.
• SLA Monitoring and Milestone Management: Set and manage milestones to ensure timely resolution.
• SLA Monitoring and Milestone Management: Communicate with relevant stakeholders regarding statuses and concerns.
• SLA Monitoring and Milestone Management: Coordinate for maintenance and repairs when a ticket is raised.
• SLA Monitoring and Milestone Management: Oversee the actioning of the tickets for Meeting Events.
• Tableau Dashboard Reporting and Data Analysis: Generate reports on the number of tickets received, actioned, pending, cancelled and closed.
• Tableau Dashboard Reporting and Data Analysis: Analyse employee performance by tracking the number of tickets handled per individual.
• Tableau Dashboard Reporting and Data Analysis: Identify location- based trends in ticket submissions.
• Tableau Dashboard Reporting and Data Analysis: Anticipates needs, responds to client issues in an expedient and professional manner
• Tableau Dashboard Reporting and Data Analysis: Builds lasting relationships quickly
• Internal Documentation and Record- Keeping: Maintain and update Quip pages with essential records.
• Internal Documentation and Record- Keeping: Organize and track important ticket- related data in Google Sheets.
• Internal Documentation and Record- Keeping: Ensure accurate documentation for audit and review purposes.
• Training and Team Development: Train new hires and existing team members on the ticketing process and best practices.
• Training and Team Development: Audit and conduct sessions to improve efficiency and adherence to laid guidelines.
• Training and Team Development: Provide ongoing support to the team.
• Ad-hoc Tasks and Managerial Support: Execute additional tasks assigned by the Manager as per business needs.
• Ad-hoc Tasks and Managerial Support: Support special projects and process improvements related to helpdesk operations.
• Reception Desk Management (In GSA Absence): Handle front desk responsibilities, including visitor management.
• Reception Desk Management (In GSA Absence): Ensure smooth operations and maintain professionalism in client interactions.
• Reception Desk Management (In GSA Absence): Provide administrative support, when required.

Key Skills

• SLA Monitoring and Milestone Management
• Tableau Dashboard Reporting and Data Analysis
• Google Sheets
• Quip pages
• Training and Team Development
• Administrative support
• Reception Desk Management
• Meeting Events

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.