Help Desk Executive/Officer

Location: Mumbai,Maharastra,India

Job Description:

1. Responsible for Service desk Delivery
2. Call logging / follow ups/ closures for variousincidents related to various applications and OS.
3. Call escalation for the issues which are not ofuser end.
4. Support for various departments
5. Call logging / Assigning / Follow ups forNetwork, Server, Applications, CRM, Outlook related issues.
6. EOD pending tickets reports.
7. Daily MIS report.
8. Weekly Tracker
9. Service desk mails handling.
10. Vendor coordination
11. Provide First Level Support over MessageDelivery System (Telephone, email)
12. Well verse with MS Office, Windows OperatingSystem etc
13. Answer staff questions in person and via phoneon all company supported applications.
14. Determine source of computer problems (hardware,software, user access, etc.).
15. Advise staff on appropriate action.
16. Serve as liaison between staff and thetechnology department to resolve issues.
17. Work one-on-one with staff on applicationprojects.
18. Document resolutions for future reference.
19. Other duties as assigned.

ADDITIONAL RESPONSIBILITIES:

1. Perform hardware and software installations.
2. Provide on-the-job training to new departmentstaff members.
3. Provide computer orientation to new companystaff.

KNOWLEDGE AND SKILL REQUIREMENTS:

1. Good command over written & verbalcommunication
2. Accept requests for assistance or problemreports from users
3. Obtain necessary information from users toadequately describe the request or problem report
4. Directly respond to the request or problem ifwithin own areas of expertise
5. Complete information on problem reports thatwere solved personally and close report in problem tracking system
6. Direct the request or problem to the mostappropriate support area (e.g., Networks, Telecom, Software, dialer etc)
7. Liaison with user to ensure that requests orproblem reports have been satisfactorily handled Reports
8. Good basic working knowledge of MicrosoftWindows, Office and any other common desktop tools
9. Knowledge of ITIL
10. Worked on some Helpdesk Ticketing System
11. Ability to work responsibly with or withoutdirect supervision

Desired Profile:
Education:UG, Graduation - Any Specialization, Post Graduation Not Required
Functional Area:Information Technology

Apply to this job