Help Desk Executive - Cash Operation - Delhi

About CMS

Business Overview:

CMS Info Systems Limited (BSE & NSE: CMSINFO) is India's leading business services company providing logistics and technology solutions to banks, financial institutions, organized retail, and e- commerce companies with a presence across Cash Logistics, Managed Services, and Technology Solutions. We operate as an integrated business platform for BFSI and Retail sectors, strengthened by advanced technology, strong process and governance. We help execute complex projects at scale thereby helping our customers increase their network and reach while delivering a superior customer experience. CMS has grown into a broad business services platform offering 7 distinct solutions. Our businesses include ATM and Retail Cash Management, Banking Automation, ATM-as-a-service, AIoT Remote Monitoring, Software Solutions and Card Issuance, Management & Personalization. Our growth is closely tied to the consumption and formalization of the Indian economy. Our business strategy capitalizes on the consumption and outsourcing opportunities India has to offer, a country on track to become a $ 7 Trillion economy by 2030. **People overview:**We operate a critical service for the country by solving customers' challenges and adapting to evolving market conditions to drive last-mile impact. We are passionate about making a real difference. People play an integral role at CMS and their commitment and passion help us power India uninterrupted. All CMSites have one thing in common – We love what we do, and we get things done!

• 25,000+ Employees and associates
• 1,700+ Employees have spent over a decade with us
• 76% People employed outside metros and Tier-I cities in India
• 46% Employees from armed & civil forces in leadership & governance roles

Visit cms.com and LinkedIn for more details.

Job Purpose:

• The purpose of the role is Helpdesk of ATM, RC, PBK & E-Surveillance, here our main moto to close the calls in TAT, Helpdesk job role fall on Call Scheduling, Call Follow up, Call Escalation, Coordinating with MSP, Logistic & Field team and Email replying and updating real time basis in CRM.

About Business Unit

Managed Services Division At CMS Infosystems, our Managed Services division provides comprehensive and proactive IT support to businesses of all sizes. With a focus on delivering reliable, efficient, and cost-effective solutions, our Managed Services team ensures that our clients' IT infrastructure operates at peak performance around the clock.

From 24/7 monitoring and troubleshooting to proactive maintenance and strategic planning, we offer a full suite of services designed to minimize downtime, enhance security, and optimize IT operations. Our experienced team of professionals leverages cutting-edge tools and technologies to deliver customized solutions tailored to meet the unique needs of each client.

Whether it's managing cloud environments, securing networks, or providing end-user support, CMS Infosystems Managed Services enables businesses to focus on their core objectives while we handle the complexities of their IT infrastructure. With a commitment to excellence and a proactive approach to service delivery, we empower our clients to thrive in today's rapidly evolving digital landscape. Join us and be part of a team that's revolutionizing the way businesses manage their IT operations.

Responsibilities

• Ensuring call assigning to engineers
• Ensuring open calls are scheduled and updated in CRM with proper ETA
• Responsible for email responses to MSPs and Banks in limited time
• Responsible for follow up of the open tickets in CRM
• Coordination with MSPs or banks for custodian schedules
• Coordination with MSPs or banks for network or switch relates issues
• Coordination with logistics for part ETA
• Notifying field team leaders and state managers about CE delays
• Handling customer concerns and complaints in a timely manner.
• Dealing with customer issues and churning out an easy-to-follow solution

Good to have:

• Both Verbal and written communication
• Back Office experience

Minimum Qualifications

• Diploma, UG / PG & Engineering (In any stream)
• 0-3 years experience

Diversity Disclaimer

CMS Info Systems is dedicated to fostering an inclusive and diverse workplace, upholding equal opportunities for all individuals regardless of race, ethnicity, gender, sexual orientation, religion, age, disability, or any other characteristic. We do not discriminate or demonstrate bias throughout our recruitment process or within our workforce. Our commitment to diversity is intrinsic to our corporate culture, and we actively seek to attract and retain talent from diverse backgrounds. By applying to CMS Info Systems, you acknowledge and embrace our pledge to provide an equitable and respectful environment. We encourage candidates from all walks of life to join us in creating a collaborative and innovative workplace.