Job Responsibilities

- Receive and register IT/service complaints and requests, collect mandatory information, and create accurate tickets.

- Identify service requirements and assign/coordinate engineers as per defined processes.

- Provide basic ticket updates, ETA, and status communication to customers/users.

- Monitor ticket queues, SLA alerts, pending tickets, and identify potential SLA breaches.

- Follow up with engineers/branches for timely resolution and service updates.

- Schedule preventive maintenance/service calls and collect service reports and completion details.

- Maintain accurate ticket records and close tickets after receiving all mandatory information.

- Maintain daily trackers, queue status, engineer availability, and service data.

- Coordinate routine service-related information and handle/record escalations.

- Capture impact, urgency, affected service, contract, warranty, asset, and customer information as required.

- Identify repeat complaints and link related tickets.

- Use approved scripts, templates, troubleshooting guides, and knowledge articles for routine support. Share CSAT/feedback requests and support continuous improvement in customer service.

📌 Dispatch Executive (Gurugram)
🏢 JobTrade
📍 Gurugram