Designation
: Helpdesk Executive
Qualification
: Any Degree
Experience Required:
2+ Years
Shift Timings:
Rotational Shift
Work Schedule:
6 days per week
Work location:
Bangalore, Mahadevpura
*Ticketing tool experience , Communication*
Ticketing Management and Assignment:
- Monitor the ticketing portal and assign tickets to the appropriate team members based on expertise and workload.
- Ensure the tickets are categorized correctly for streamlined resolution.
- Update ticket details if necessary to reflect accurate information.
- Follow up on the progress of each request by coordinating with respective assignees and monitoring their response time and GCal invites.
- Keep tabs on feedback to ensure the closure of the task. SLA Monitoring and Milestone Management:
- Mark and track ticket progress to prevent SLA breaches.
- Set and manage milestones to ensure timely resolution.
- Communicate with relevant stakeholders regarding statuses and concerns.
- Coordinate for maintenance and repairs when a ticket is raised.
- Oversee the actioning of the tickets for Meeting & Events. Tableau Dashboard Reporting and Data Analysis:
- Generate reports on the number of tickets received, actioned, pending, cancelled and closed.
- Analyse employee performance by tracking the number of tickets handled per individual.
- Identify location- based trends in ticket submissions.
- Anticipates needs, responds to client issues in an expedient and professional manner
- Builds lasting relationships quickly Internal Documentation and Record- Keeping:
- Maintain and update Quip pages with essential records.
- Organize and track important ticket- related data in Google Sheets.
- Ensure accurate documentation for audit and review purposes. Training and Team Development:
- Train current hires and existing team members on the ticketing process and best practices.
- Audit and conduct sessions to improve efficiency and adherence to laid guidelines.
- Provide ongoing support to the team. Ad-hoc Tasks an
📌 Helpdesk Executive (Bengaluru)
🏢 JLL
📍 Bengaluru