Roles & Responsibilities
Manage daily helpdesk operations to ensure smooth and uninterrupted support.
Monitor helpdesk systems and ensure high availability and performance.
Provide timely support to customers and internal stakeholders.
Resolve queries and issues while adhering to defined SLAs and process timelines.
Monitor customer feedback and implement service improvement initiatives.
Coordinate with internal teams for issue escalation and resolution.
Maintain operational reports and ensure compliance with standard operating procedures.
Requisites
Bachelor//'s degree in BCA, B.Tech/BE, MBA, or a related field.
Experience in Helpdesk Operations or Helpdesk Management within the Capital Markets or BFSI domain.
Proficiency in Microsoft Office (Excel, Word, PowerPoint, Outlook).
Robust verbal and written communication skills.
Good analytical, problem-solving, and customer service skills.
Ability to manage SLAs, multitask, and work in a rapid-paced operational setting.
Strong stakeholder management and coordination abilities.