IT Helpdesk Executive

Roles & Responsibilities [IT HelpDesk Call-Coordinator]

User Call Management: Handle incoming user calls for IT issues and assign them to the appropriate IT Helpdesk/Servicedesk executive.

IT Ticketing System Expertise: Possess a strong understanding of IT ticketing solutions to effectively manage and track user issues. Experience on Jira Ticketing tool would be helpful.

Communication Skills: Excellent oral and written communication skills to interact effectively with users over email and call. Ticket Review and Feedback: Regularly review tickets logged by the IT Executive team and provide constructive feedback to the KCO team. User Feedback

Collection: Follow up with users to gather feedback on resolved issues and ensure their satisfaction.

Pending Requests: Monitor and review user requests received via email and phone, and share a summary of pending requests with the KCO team by the end of the day. Report: Prepare and share daily, weekly, and monthly call ticket reports in collaboration with the KCO team and engineers.

Team Activity Monitoring: Monitor IT Executives calls, emails, lunch breaks, and office timings, and report findings to the KCO team. Asset Management Support: Assist the KCO team with asset management tasks such as asset tagging, physical asset verification, and maintaining asset records.

Access Control Record Maintenance: Maintain an updated register of individuals accessing the server and hub room for security and audit purposes.

Escalation Management: Identify and escalate unresolved or critical issues to the KCO IT Team for timely resolution.

Knowledge Base Maintenance: Collaborate with the IT team to update and maintain a knowledge base of common issues and solutions to improve efficiency.

Training & Development: Provide feedback on training requirements for IT Executives based on performance and recurring issues.

Compliance Adherence: Ensure that all processes adhere to Fim policies, standards, and IT compliance requirements.