- Location
- Mumbai, Maharashtra, India
- Job type
- Full-time
About the role
Dixit Infotech Services Pvt. Ltd.
Website:
dixitindia.com
Job details:
User Call Management - Handle incoming user calls for IT issues
- Assign user issues to the appropriate IT Helpdesk/Servicedesk executive
IT Ticketing System Management - Maintain strong expertise in IT ticketing solutions
- Experience with ITSM ticket management tools (preferred)
Communication & Support - Provide excellent oral and written communication with users via email, Teams chat and call.
- Follow up with users in person or email to gather feedback on resolved issues and ensure satisfaction
Quality Assurance & Monitoring - Review tickets logged by IT Executive team and provide constructive feedback
- Monitor IT Executives' calls, emails, lunch breaks, and office timings
- Report team activity findings to the KCO team
Request Management & Reporting - Monitor and review user requests received via email and phone
- Share a summary of pending requests with the KCO team by end of day
- Prepare and share daily, weekly, and monthly call ticket reports
Asset & Access Management - Assist with asset management tasks including tagging, verification, and record maintenance
- Maintain an updated register of individuals accessing the server and hub room
Escalation & Compliance - Identify and escalate unresolved or critical issues to the KCO IT Team
- Ensure all processes adhere to FIM policies, standards, and IT compliance requirements
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