Helpdesk Executive

JOB TITLE: Helpdesk Executive

REPORTING TO: Help Desk – Team Leader

PURPOSE OF THE ROLE

Attend to Calls pertaining to customer complaints, data management and reporting.

Key Responsibilities

KEY RESPONSIBILITIES

• Attend to calls pertaining to customer queries, complaints on the toll free line and record them
• Assign calls to respective Senior engineers/Engineers
• Monitor the call progress and status
• Data Management pertaining to Service calls and escalations
• Data Analysis & suggesting appropriate action
• Robust Reporting: MIS, Internal
• Point of contact for the Field engineers for non technical issues

Skills, Knowledge & Expertise

KEY INTERFACES

• Staff from Service Team
• Product/Tech support team
• GGS Central office
• Clients and their respective Admin teams

EDUCATIONAL QUALIFICATIONS / TRAINING

• Graduate with at least 2 year of relevant experience