Help Desk Executive/Officer

Scrolljobs; Mumbai; On-site; INR 250,000 - 380,000; Full time

Job summary

Scrolljobs seeks a Service Desk Executive to deliver service desk support, log and close incidents, and escalate when needed. You will assist multiple departments, provide first-level IT support for applications and OS, and document resolutions for future reference.

The role requires good communication, ticketing system experience, and familiarity with Windows and MS Office. Prior ITIL knowledge is a plus; join a team that supports staff across the company.

Qualifications

• Good command over written & verbal communication
• Accept requests for assistance from users and gather necessary information
• Obtain information to describe requests or problems accurately
• Directly respond to requests within own area of expertise
• Maintain complete information and close reports in ticketing system
• Route requests to the appropriate support area (Networks, Software, etc)
• Liaise with users to ensure satisfactory handling of requests
• Basic working knowledge of Windows OS and Microsoft Office
• Knowledge of ITIL concepts and processes
• Experience with a Helpdesk ticketing system

Responsibilities

• Deliver service desk support and incident management
• Log, follow up and close tickets for applications and OS
• Escalate issues not resolved at user level
• Provide support for multiple departments
• Handle service desk emails and calls
• Prepare end-of-day tickets reports and MIS
• Maintain weekly trackers and documentation of resolutions
• Coordinate with vendors as needed
• Serve as liaison between staff and technology department
• Assist users on application projects and provide training as needed

Skills

Communication skills

Ticketing systems

ITIL knowledge

MS Office

Windows OS

End-user support

Education

Graduation (any field)

Tools

Helpdesk Ticketing System

MS Office

Job description

Job Description

• 1. Responsible for Service desk Delivery


• 2. Call logging / follow ups/ closures for variousincidents related to various applications and OS.


• 3. Call escalation for the issues which are not ofuser end.


• 4. Support for various departments


• 5. Call logging / Assigning / Follow ups forNetwork, Server, Applications, CRM, Outlook related issues.


• 6. EOD pending tickets reports.


• 7. Daily MIS report.


• 8. Weekly Tracker


• 9. Service desk mails handling.


• 10. Vendor coordination


• 11. Provide First Level Support over MessageDelivery System (Telephone, email)


• 12. Well verse with MS Office, Windows OperatingSystem etc


• 13. Answer staff questions in person and via phoneon all company supported applications.


• 14. Determine source of computer problems (hardware,software, user access, etc.).


• 15. Advise staff on appropriate action.


• 16. Serve as liaison between staff and thetechnology department to resolve issues.


• 17. Work one-on-one with staff on applicationprojects.


• 18. Document resolutions for future reference.


• 19. Other duties as assigned.

ADDITIONAL RESPONSIBILITIES

• 1. Perform hardware and software installations.


• 2. Provide on-the-job training to new departmentstaff members.


• 3. Provide computer orientation to new companystaff.

KNOWLEDGE AND SKILL REQUIREMENTS

• 1. Good command over written & verbalcommunication


• 2. Accept requests for assistance or problemreports from users


• 3. Obtain necessary information from users toadequately describe the request or problem report


• 4. Directly respond to the request or problem ifwithin own areas of expertise


• 5. Complete information on problem reports thatwere solved personally and close report in problem tracking system


• 6. Direct the request or problem to the mostappropriate support area (e.g., Networks, Telecom, Software, dialer etc)


• 7. Liaison with user to ensure that requests orproblem reports have been satisfactorily handled Reports


• 8. Good basic working knowledge of MicrosoftWindows, Office and any other common desktop tools


• 9. Knowledge of ITIL


• 10. Worked on some Helpdesk Ticketing System


• 11. Ability to work responsibly with or withoutdirect supervision

Desired Profile

Education: UG, Graduation - Any Specialization, Post Graduation Not Required

Functional Area

Information Technology