Responsible for Service desk Delivery
Call logging / follow ups/ closures for various incidents related to various applications and OS.
Call escalation for the issues which are not of user end.
Support for various departments
Call logging / Assigning / Follow ups for

Network, Server, Applications, CRM, Outlook related issues.
EOD pending tickets reports.
Daily MIS report.
Weekly

Tracker
Service desk mails handling.
Vendor coordination
Provide First Level

Support over Message

Delivery System (Telephone, email)
Well verse with MS Office, Windows Operating

System etc
Answer staff questions in person and via phone on all company supported applications.
Determine source of computer problems (hardware,

software, user access, etc.).
Advise staff on appropriate action.
Serve as liaison between staff and the technology department to resolve issues.
Work one-on-one with staff on application projects.
Document resolutions for future reference.
Other duties as assigned.

ADDITIONAL RESPONSIBILITIES
Perform hardware and software installations.
Provide on-the-job training to current department staff members.




Provide computer orientation to current company staff.

KNOWLEDGE AND SKILL REQUIREMENTS :
Good command over written & verbal communication
Accept requests for assistance or problem reports from users
Obtain necessary information from users to adequately describe the request or problem report
Directly respond to the request or problem if within own areas of expertise
Complete information on problem reports that were solved personally and close report in problem tracking system
Direct the request or problem to the most appropriate support area (e.g., Networks, Telecom, Software, dialer etc)
Liaison with user to ensure that requests or problem reports have been satisfactorily handled Reports
Valuable basic working knowledge of Microsoft

Windows, Office and any other common desktop tools
Knowledge of ITIL
Worked on some Helpdesk Ticketing System
Ability to work responsibly with or without direct supervision

Desired Profile

Education

UG, Graduation - Any Specialization, Post Graduation Not Required

Functional Area

Information Technology

📌 Help Desk Executive/officer Mumbai
🏢 Scrolljobs
📍 Mumbai