Service Desk Executive

Job description

Open Positions 1 Location Mumbai Work Timings Rotational Shit Responsibilities Responsible for logging tickets/calls, monitoring calls, assigning call to respective customer support engineer. Providing first level of remote technical support to clients. Making sure that the tickets/calls are responded within the required time frame to meet the SLAs. Escalating the calls to support manager if tickets are not responded or resolved within the time frame. Follow up with clients, support engineers, managers and vendors for pending calls. Giving courtesy calls to clients and taking feedback from clients. Preparing and scheduling daily, weekly and monthly MIS reports and sending the reports to clients and managers. Managing and maintaining the workflow, client contacts, support contracts, SLA details, escalation matrix, performance metrics, time entries etc. as per client requirement. Good communication. Candidate Profile Experience 2-3 yrs. of relevant experience in IT Service Desk or IT Call Coordination. Qualification BE/BTech/B.Sc./BCA/ HSC Diploma (with specialization in Telecom/IT/Computers/Electronics) Requirements Good communication skills and confidence level. Should be self-motivated as well as a team player. Problem solving skills and multitasking ability. Contact Details Contact Number / / Address Geekay Infotech, 703/704, B wing,7th Floor, Excel Plaza, 90ft Road, Behind Durga Parameshwari Mandir Ghatkopar-(East), Mumbai 400075.

Job Function

BPO / Customer Care / ITES / KPO / Telecaller

Key Skill

remote technical support , ticket / call logging , customer support , communication skills , problem solving , matrix , telecom , metrics