Key Responsibilities

Your responsibilities in this role will be centered around the following:

- Answer / reply to customer phone calls & mails.

- Understand the customer request / incident and create a ticket and map it to the correct technical teams.

- Coordinate with customers, internal tech teams, vendor team, cross department.

- Maintain the Response & Update SLA.

- Publish communication based on activities, incidents, etc.

- Educate customers on Yotta's customer portal.

- Make the shift in charge aware of alerts generated which are critical.

- Coordinate with cross department as and when required.

- Every communication to be documented by mail.

- Identify issues which are a hindrance in day-to-day operations and have it added in the Shift Leads tracker.

- Alert the Shift In charge based on criticality of Alert / customers mail.

- publishing reports in every shift.

- Ensure Compliance with all the management systems of the organization.

📌 IT Helpdesk (Bhubaneswar)
🏢 Yotta Infrastructure
📍 Bhubaneswar