IT Helpdesk

Yotta Infrastructure; Khordha; On-site; INR 300,000 - 500,000; Full time

Job summary

Yotta Infrastructure is seeking a Customer Support/Operations professional to handle customer communications, ticket creation, and incident routing. The role focuses on timely updates, portal education, and cross-functional coordination to maintain SLA compliance.

The candidate will document all interactions, publish shift reports, and escalate critical alerts to the on-duty supervisor while ensuring adherence to organizational management systems.

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.

Job description

Key Responsibilities

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.