Welspun World
Website:
welspun.com
Job details:
About Welspun
Welspun World is one of India's fastest growing global conglomerates with businesses in Home Textiles, Flooring Solutions, Advanced Textiles, DI Pipes, Pig Iron, TMT bars, Stainless Steel, Alloy, Line Pipes, Infrastructure & Warehousing.
At Welspun, we strongly believe in our purpose to delight customers through innovation and technology, achieve inclusive & sustainable growth to remain eminent in all our businesses. From Homes to Highways, Hi-tech to Heavy metals, We lead tomorrow together to create a smarter & more sustainable world.
Job Purpose/ Summary
The Helpdesk Executive will act as the first point of contact for employees, internal & external stakeholders for all Vendor, HR and Finance-related queries. The role involves managing service requests, resolving concerns within defined SLAs, coordinating with respective departments, and ensuring high levels of customer satisfaction through efficient query management.
Job Title
BA Helpdesk
Job Description
Ticket Resolution Time (TAT.
% of tickets resolved within defined SLA.
First Contact Resolution Rate (FCR.
% of tickets resolved at Level 1 without escalation.
Ticket Closure Rate
No. of tickets closed vs. tickets raised.
Employee Satisfaction Score (CSAT.
Feedback rating from internal stakeholders.
Escalation Ratio
% of tickets escalated beyond Level 1 support.
Backlog Management
No. of pending tickets beyond SLA/ageing matrix.
Accuracy & Documentation Compliance
Proper logging, categorization, and documentation of tickets.
Process Improvement Contribution
Suggestions implemented to reduce repetitive queries or improve TAT.
Principal Accountabilities
Act as the single point of contact SPOC for all queries received via email ticketing tool or phone IVR Callsbr Log categorize and prioritize tickets in the helpdesk system to ensure efficient handling and resolutionbr Resolve routine queries related to payroll leave reimbursements policies vendor payments and invoices within defined SLAsbr Escalate complex issues to the appropriate teams and diligently follow up until resolution is achievedbr Ensure all tickets are properly documented with closure notes in the helpdesk tool maintaining confidentiality of employee and financial databr Generate Management Information System MIS reports to monitor ticket volumes aging SLA adherence and resolution statusbr Identify recurring issues and propose process improvements to enhance overall service qualitybr Support audit requirements by maintaining accurate and comprehensive records of all helpdesk activitiesbr Contribute to continuous service quality enhancement initiatives by actively participating in process improvement discussions
Key Interactions
Internal Communication ,External Communication
Experience
2
Competency Name
Competency Name Proficiency Level Business & Commercial acumenExpert EntrepreneurshipExpert Global Mind-setExpert People ExcellenceExpert Payroll ManagementProficient MIS & ReportingProficient HR OperationsProficient Time ManagementProficient Planning & OrganisingProficient Service OrientationProficient Client orientationProficient
Additional Section (Can Be Added, If Required.
NA
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