IT Helpdesk

Yotta Infrastructure; Dadri, Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

Yotta Infrastructure in Dadri (Uttar Pradesh) seeks a Team Member of Customer Helpdesk to monitor IT infrastructure, BAU activities, and handle emails and calls as the main contact for service users.

You will map requests to technical teams, maintain SLA, publish incident updates, and educate customers on the portal while coordinating with cross-functional departments to ensure smooth operations.

Qualifications

• Answer customer phone calls and emails.
• Understand the customer request / incident and create a ticket.
• 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.

Responsibilities

• 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

Skills

Customer support

Communication skills

SLA adherence

Job description

The Team Member of Customer Helpdesk will be responsible for monitoring IT infrastructure, Mails, etc. Have a smooth business as usual (BAU), In-depth Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services, delivering customer service through multiple channels including human, digital, self-service, and automated.

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