Executive Information Technology

Chembond Chemicals Ltd.; Navi Mumbai; On-site; INR 250,000 - 500,000; Full time

Job summary

A leading specialty chemicals manufacturer is seeking a qualified individual to oversee their Helpdesk Ticketing System while managing day-to-day IT operations. Responsibilities include supervising IT staff, coordinating user support, and maintaining SLAs. The ideal candidate should hold a B.Sc in Computers and have strong customer service skills, effective communication, and a good knowledge of help desk systems. This position is crucial in ensuring timely issue resolution and excellent customer satisfaction.

Qualifications

• Good knowledge of help desk ticketing systems and functionalities.
• Ability to work effectively as part of a team and collaborate with others.
• Good communication skills and business awareness.

Responsibilities

• Oversee Helpdesk Ticketing System and ensure timely resolution of tickets.
• Supervise IT staff and manage day-to-day help desk activities.
• Coordinate between end-users and IT department for effective communication.

Skills

Strong customer service

Effective Communication

Adaptability

Business Awareness

Negotiation Skills

Education

B.Sc/Computers

Tools

SAP

Help desk ticketing system

HRMS

Job description

1. Oversee Helpdesk Ticketing System - Ensuring tickets logging, distribution i.e. resource allocation, tracking & Follow-up & get it resolved in timely manner.
2. Supervise IT staff - Manage day-to-day activities of the help desk team, ensuring proper staffing levels and task allocation.
3. Helps in establishing and maintaining SLAs, which define the expected response and resolution times for various issues.
4. Escalate complex issues based on priority referring to escalation matrix.
5. Coordinate between end-users and the IT department, ensuring clear and effective communication throughout the support process.
6. Ensure customer satisfaction through continuous status information.
7. Provide required support to IT Tech Support Team.
8. Assist in designing IT SOPs
9. Create, develop, update documentations, help sheets, FAQs, and other documentation to assist users and support staff.
10. Coordinate with HR on employee onboarding, exit IT related activities through HRMS platform.
11. SAP Requisition generation and Goods/Service Receipt booking.
12. IT related Procurement related coordination and coordinate with Purchase & Finance team.
13. IT Asset Management & Reporting
14. Track key performance indicators (KPIs) related to help desk performance and generate reports for management

Education Qualifications

• B.Sc/Computers

Behavioural Profile

Good knowledge of help desk ticketing systems and their functionalities Ability to work effectively as part of a team and collaborate with others Good Communication Skills To have business awareness Be Patience Good Planner & effective Time Management, Prioritize things based on criticality. Able to perform well under pressure Being empathetic Keen to learn new things

Desired Skills

• Strong customer service
• Effective Communication
• Adaptability
• Business Awareness
• Negotiation Skills

Chembond Chemicals Limited (BSE and NSE: CHEMBOND) is a 45 year old known name in India, manufacturing a diverse range of specialty chemicals like water treatment, polymers, construction chemicals, high performance coatings, animal health and industrial biotech products. The company has excellent infrastructure facilities like a well equipped R & D laboratory, multiple regional offices, and production plants, well trained personnel and references across several business segments from the best known companies in the field. Our presence through the various product lines allows us to serve industries across most segments of manufacturing in India. Chembond has believed in delivering to customer expectations through continuous investments in innovation and technical services. We strive to deliver value and delight our customers for the money invested by them.

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