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)