Open Positions:- 1

Work Location:- Mumbai

Work Timings:- Rotational Shift

Responsibilities:-

- Responsible for logging tickets/calls, monitoring calls, and assigning calls to respective customer support engineers.
- Providing the first level of remote technical support to clients.
- Making sure that the tickets/calls are responded to within the required time frame to meet the SLAs.
- Escalating the calls to the support manager if tickets are not responded to or resolved within the time frame.
- Follow up with clients, support engineers, managers, and vendors for pending calls.
- Giving courtesy calls to clients and taking feedback from clients.
- Preparing and scheduling daily, weekly, and monthly MIS reports and sending the reports to clients and managers.
- Managing and maintaining the workflow,



client contacts, support contracts, SLA details, escalation matrix, performance metrics, time entries, etc. as per client requirements.
- Good communication.

Candidate Profile:-

Experience:-

- 2-3 yrs. of relevant experience in IT Service Desk or IT Call Coordination.

Qualification:-

- BE/BTech/B.Sc./BCA/ HSC + Diploma (with specialization in Telecom/IT/Computers/Electronics)

Requirements:-

- Positive communication skills and confidence level.
- Should be self-motivated as well as a team player.
- Problem-solving skills and multitasking ability.

📌 Service Desk Executive (India)
🏢 Geekay Infotech
📍 India