Helpdesk Executive

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

Ticketing Management and Assignment:

• Monitor the ticketing portal and assign tickets to the appropriate team members based on expertise and workload.
• Ensure the tickets are categorized correctly for streamlined resolution.
• Update ticket details if necessary to reflect accurate information.
• Follow up on the progress of each request by coordinating with respective assignees and monitoring their response time and GCal invites.
• 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.
• Set and manage milestones to ensure timely resolution.
• Communicate with relevant stakeholders regarding statuses and concerns.
• Coordinate for maintenance and repairs when a ticket is raised.
• 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.
• Analyse employee performance by tracking the number of tickets handled per individual.
• Identify location- based trends in ticket submissions.
• Anticipates needs, responds to client issues in an expedient and professional manner
• Builds lasting relationships quickly Internal Documentation and Record- Keeping:
• Maintain and update Quip pages with essential records.
• Organize and track important ticket- related data in Google Sheets.
• 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.
• Audit and conduct sessions to improve efficiency and adherence to laid guidelines.
• Provide ongoing support to the team. Ad-hoc Tasks and Managerial Support:
• Execute additional tasks assigned by the Manager as per business needs.
• Support special projects and process improvements related to helpdesk operations. Reception Desk Management (In GSA Absence):
• Handle front desk responsibilities, including visitor management.
• Ensure smooth operations and maintain professionalism in client interactions.
• Provide administrative support, when required.