Technical Call Coordinator

Rigved Technologies; Navi Mumbai; On-site; INR 250,000 - 350,000; Full time

Job summary

Rigved Technologies is seeking an IT Support / L1 Service Desk Executive in Navi Mumbai to handle incoming IT support calls and deliver first-level technical assistance. You will log and track incidents, understand user issues, and escalate unresolved problems to the appropriate teams.

The role requires familiarity with IT service desk operations, ServiceNow or Remedy ticketing, and basic knowledge of Windows OS, MS Office, Outlook, printers, and networking. A full-time commitment is expected.

Qualifications

• Graduate in IT, Computer Science, or a related field.
• Good knowledge of IT Service Desk / Helpdesk operations.
• Basic knowledge of Windows OS, MS Office, Outlook, printers, and networking.

Responsibilities

• Handle incoming IT support calls from users and provide first-level technical assistance.
• Assign the tickets using ServiceNow, Remedy, etc., and log incidents.
• Maintain good communication, customer service, and call-handling etiquette.

Skills

IT Service Desk operations

Windows OS

MS Office

Outlook

Networking

Education

Bachelor's in IT / Computer Science

Tools

ServiceNow

Remedy

Job description

Job Description: -

Job Title: IT Support Executive L1 Service Desk / Call Coordinator
Experience: 1-3 Years
Location: Navi Mumbai
Employment Type: Full-Time

• Answer incoming IT support calls and understand the user's issue.
• Assigned the tickets such as ServiceNow, Remedy, etc.
• Maintain good communication, customer service, and call-handling etiquette.

Job Summary: -

• We are looking for an IT Support / L1 Service Desk Executive to handle incoming IT support calls from users and provide first-level technical assistance. The candidate will be responsible for understanding user issues, troubleshooting basic IT problems, logging and tracking incidents, and escalating unresolved issues to the appropriate technical teams.

Key Responsibilities: -

• Handle incoming IT support calls from users and provide first-level technical assistance.

Required Skills: -

• Good knowledge of IT Service Desk / Helpdesk operations.
• Basic knowledge of Windows OS, MS Office, Outlook, printers, and networking.
  

Key Performance Indicators (KPIs): -

• Number of calls handled and tickets logged.
• First Call Resolution (FCR).
• SLA adherence.
• Average Response and Resolution Time.
• Ticket quality and accurate categorization.
• User/customer satisfaction.
• Timely escalation and follow-up of unresolved issues.

Educational Qualification: -

• Graduate in IT, Computer Science, or a related field.