Responsibilities

- 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.
- 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.
- 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.




- Maintain and update Quip pages with essential records.
- Organize and track significant ticket-related data in Google Sheets.
- Ensure accurate documentation for audit and review purposes.
- Train new 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.
- Execute additional tasks assigned by the Manager as per business needs.
- Support special projects and process improvements related to helpdesk operations.
- Handle front desk responsibilities, including visitor management.
- Ensure smooth operations and maintain professionalism in client interactions.
- Provide administrative support, when required.

Location

Bengaluru, KA

Scheduled Weekly Hours

48

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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