IT Customer Helpdesk

Job description:

The Team Member of Customer Helpdesk will be responsible for monitoring IT infrastructure, Mails, etc. Have a smooth business as usual (BAU), In-depth Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services, delivering customer service through multiple channels including human, digital, self-service, and automated.

• 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.
• Every communication to be documented on mail.
• Identify issue which are a hindrance in day-to-day operations and have it added in the Shift leads tracker.
• Alert the Shift In charge based on criticality of Alert / customer's mail.
• publishing reports in every shift.
• Ensure Compliance to all the management systems of the organization.

Good to have:

• Routing protocols: OSPF, EIGRP, BGP, etc.
• Good command on communication skills i.e., verbal & written.
• Good analytical skills.
• Basic awareness of all the technologies
• Good at Excel
• Follow & commit with Yottas Policy statements (eg. QMS/EMS/OHS/ISMS/PIMS/ITSM etc)
• Undertake applicable training as communicated from time to time. Participation in Risk assessment process, contribute in achieving departmental & management system objectives & Assist in maintaining PIMS controls throughout personal data lifecycle.

Job Location: Navi Mumbai

Experience : 0-2 years

Timings : 24 X 7 (rotational shifts)